When things go wrong, we want to know so we can put them right as quickly as possible.
Your views are important to us and we value feedback on our products and services. We will act on our customer feedback whenever possible to help us improve our services or efficiency and focus on the needs of our customers.
We strive on providing the best possible service but mistakes can take place. If a mistake occurred or if you think that our performance is not satisfactory, we want to know so that we can improve and prevent it from occurring again.
WE'RE SORRY TO HEAR SOMETHING ABOUT OUR SERVICE IS MAKING YOU UNHAPPY.
Tell us what you want to complain about by filling in our online Complaint form. so we can give you the right help as quickly as possible.
Step 1 — Contact Customer Care - If you have a concern, contact our Customer Services Team who can help. Most problems can be resolved quickly and effectively.
Step 2 — Escalate your complaint - We hope we can resolve your complaint by the first step. However, if you are dissatisfied with our response, you should contact us and have your complaint escalated. We will connect you with the correct department for resolution and investigate immediately. We also have the option of completing the necessary information to investigate and requesting a call back for you. The call back will take place within the next 24 hours. We will keep you informed of what action is being taken.
Step 3 — Taking your complaint further – If after completing both steps 1 and 2 you are still not satisfied, you can write to the executive secretary who will carry out an independent investigation and tell you the outcome.
