We aim to provide an excellent level of service to all our customers, but we know that sometimes things don’t go as expected. We welcome feedback from our customers as they help us to put things right and make changes to improve our service.

I'm unhappy with the service I've received - what should I do next?

We're sorry that you are unhappy, if you let us know what has gone wrong and what we can do to put it right, we'll aim to resolve your issue straight away. We call this a 'Service Request'

A Service Request is a request from a customer where action needs to be taken to provide a service or fix a problem. Service requests are not complaints, but will be recorded, monitored and reviewed regularly.

Once we are aware of your issue, we will aim to resolve this at the earliest possible opportunity. We may need to make more enquiries or gather information to resolve things to your satisfaction and ensure you are in contact with the right person to answer your query.

If we can't do this, we will contact you within the next three working days, with an outcome to your issue or we will agree next steps with you. If a more detailed enquiry is needed, or after our initial enquiries you are unhappy with the outcome, we will enter your complaint at Stage 1 of our Complaints Procedure.

Our Guide to Complaints provides further information.

To tell us about your issue and what we can do to resolve it, you can contact us in any of the ways listed below:

  • 0345 8 507 507 - Text Relay calls welcome. Calls to us may be recorded for training purposes
  • Email - [email protected]  
  • Complete a complaints form on our website.
  • Contact us by social media
  • Visit one of our hubs
  • Talk to one of our colleagues
  • Write to us at Merefield House, Whistler Drive, Castleford, WF10 5HX

 

Managing behaviour protocol

We expect colleagues to treat our customers with respect and we ask the same in return. We may choose to deal with your complaint differently or restrict access to the complaints procedure if your behaviour is deemed to be unacceptable. If we were to restrict your access, you would be notified in writing of our decision and the reasons for this.