Quality Assurance

Feedback is vital to our service and we make great effort to illicit the views of our customers. We introduced a quality assurance program in 2001 which allows us to constantly review, evaluate and improve our service delivery. Customers are able to complete a hard copy or online Feedback Form. This information is used to analyse our performance and any comments made are reviewed individually .

Our complaints procedure is available to any customer who is 'very dissatisfied' with our service. The number of complaints made are low and to date, they have been resolved to the satisfaction of all parties using our internal system. It has not been necessary to refer a complaint to a governing body nor has a complaint ever been lodged against us.

To ensure a customer has every opportunity to express their view, in addition to an updated Feedback Form, we have introduced a Complaint Form. These forms are now in A4 format, include a self seal edge and are sent using our free post address.

We are confident that we provide a high quality service and we do not expect to receive an increase in the number of complaints. However, it is the right of every customer or provider to make a compliant and we wish to make the process as easy as possible.