Complaints Process
Our 5-stage process to improve company and market standards
Stage 3: Formal Response & Resolution
We provide you with a written report of our findings and a clear resolution.
The final step of our internal process is the formal response. After the investigation is complete, our resolutions team will provide you with a full, written report. This document will detail our findings, our conclusion on the matter, and, if a failing on our part is identified, a clear and actionable proposal for resolution. We are committed to finding a positive and fair outcome wherever possible.
Our proposed resolution will be fully compliant with your statutory protections under the **Consumer Rights Act 2015**, including your 'Right to Rectify' a service found to be below a reasonable standard. Any offer we make will be clear, final, and based entirely on the evidence gathered. This written report serves as the formal, legal conclusion to our internal review.
This is the critical stage of dialogue. We ask that you review our formal response carefully. This process is designed to provide this one, specific opportunity for an open and conclusive dialogue based on a shared set of facts. We cannot resolve this matter without your engagement at this stage. This is the point where we work together to agree on a final resolution.