We have fully implemented a customer complaints procedure that has been rolled out to all staff. Complaints are documented on the Incident Management Register and actions, both corrective and preventive are applied to resolve the issue. We try and close down complaints within 48 hours of receipt and notify our customers of the outcome. Complaints are reviewed at our management review meetings. As a business, we don't differentiate between customers and consumers and try to treat all feedback in the same manner. Consumer feedback is normally conducted on a more informal basis as and when available.Our approach to consumer contact is very informal. All employees are given ongoing instructions on the correct way to deal effectively with the consumer and how to manage any feedback.

Customer opinions are regularly obtained and reviewed on a customer by customer basis. Reasons for shortfalls in performance are understood and actions are implemented as a result of that review.