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Our Promise to You

  • We will write and acknowledge your comment within 5 working days, stating when we received it and who will be dealing with it if further action is necessary.
  • We will keep you informed with what is happening and you will get a full reply within 15 working days.
  • Where this is not possible you will, as a matter of courtesy, be informed within 15 working days and an update on progress will be given.
  • If the issue you've raised is urgent, for example Health and Safety, we will deal with it more quickly.
  • Your comment will be looked into thoroughly and fairly.
  • Your comment will be dealt with honestly, politely, and in confidence.
  • You will receive an apology if we have made a mistake and be advised of how we will put things right.
  • We will learn from your comment.