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Our Promise
> Resolving your complaints
We aim to get things right first time, but if we do get things wrong we will apologise and try to put them right.
If you tell us straight away, we will try to correct our mistakes there and then. If you are not happy with the response you get, you can complain to us by following our complaints procedure in writing or by phone. If you do complain, we promise to:
- resolve the complaint as quickly as possible
- send you our complaints leaflet within two working days of your request
- acknowledge we have received your complaint within two working days
- investigate and respond to you within ten working days
- keep you informed of our progress and the outcome
- let you know of the appeals procedure if you are unhappy with the outcome
We will monitor all complaints to ensure that where we can improve our services, we will. If we get things right, you can tell us about this too. Then we can record it and again imporve our services by sharing good practice.
If you would like further information regarding complaints, please
click here.