Corporate Complaints Policy - January 2026
Putting things right
When a complaint investigation has found that something has gone wrong, we will acknowledge this and set out the actions we have already taken or intend to take to put things right.
These can include:
- providing an apology
- acknowledging where things have gone wrong
- providing an explanation, assistance or reasons
- taking action if there has been delay
- reconsidering or changing a decision
- amending a record or adding a correction or addendum
- providing a financial remedy
- changing policies, procedures or practices
We will tell you what will happen and by when and we will follow any actions agreed through to completion. If for any reason we cannot deliver an action we have agreed, we will tell you the reason for this, provide details of any alternative actions and remind you of your right to complain to the Ombudsman.
