How do you approach compensation?
Compensation payments are reviewed on a case-by-case basis, with fairness as our primary goal. We will always:
- Ensure that you are treated fairly
- Be consistent in our approach
- Aim to rectify issues quickly and fairly
- Put things right
- Provide clear expectations about the complaint compensation process
- Listen to your feedback and use it to help improve our services
As well as putting things right, offering a compensation payment or other remedy, our approach will always include:
- A sincere apology that addresses when we have failed to meet our service standards and why
- An acknowledgement of how this has impacted you
- Confirmation of how and when we intend to resolve any outstanding issues
- An explanation of how we will learn from the situation and improve our services