Complaints policy and procedure

News articles and social media comments

7.1 Complaints raised through the media, including social media platforms such as Facebook and X, will not be dealt with via our formal complaints process as a direct result of the social media post.
7.2 If a complaint is brought to our attention via a social media platform, we will usually reply to the post privately to ensure confidentiality and privacy, asking the customer to contact us using our other communication channels so the complaint can be dealt with in line with our complaints policy.