How we handle a complaint
- 1Tell us what happened
Briefly describe what you are unhappy about and what you would like to see changed.
- 2You receive confirmation
After receiving your complaint, we explain who will handle it and when you can expect a response.
- 3We listen and investigate
We carefully review what happened and may contact you for additional information.
- 4You receive a response
We explain our conclusion and what next step may be possible.
The complaints officer's name, response period and any external dispute body will be officially confirmed before publication.