Over the past year, we have taken a fresh look at how we manage customer complaints, bringing additional areas of the business into our dedicated Resolutions team to create a more consistent and effective experience.
We’ve also enhanced our training and complaint handling framework, helping colleagues better understand the individual impact that issues can have on our customers.
While we may not always be able to change the outcome, we remain committed to ensuring that every customer experiences a complaints journey that is fair, transparent, and delivered with empathy.
Our aim is that customers feel listened to, understood, and treated with respect throughout the process.