We try our best to give the best possible service and to get things done right first time. Of course, we are only human and sometimes we get things wrong. Most complaints can be dealt with very quickly and informally.
Just speak to the person you have been dealing with, or their manager, give them a chance to sort things out and usually matters can be resolved.
We do recognise however, that some complaints are of a much more serious nature and we operate a formal complaints process should you feel this is more appropriate.