Complaints policy and procedure

Resolving complaints

12.1       We will acknowledge when something has gone wrong and set out the actions we have already taken or intend to take to put things right. This may include:
12.1.1    Apologising
12.1.2    Acknowledging where things have gone wrong
12.1.3    Providing an explanation, assistance or reasons
12.1.4    Taking action if there has been a delay
12.1.5    Reconsidering or changing a decision
12.1.6    Amending a record or adding a correction or addendum stage
12.1.7    Providing a financial remedy
12.1.8    Changing policies, procedures or practices