In the first instance, we recommend that you speak to your usual point of contact to facilitate a speedy investigation and resolution.
If you are unable to resolve the matter with your usual contact, you can let us know by contacting your local Complaints Officer.
Additionally, if you do not wish to raise the initial complaint with your usual contact, you can contact our Head of Global Customer Experience or local Complaints Officer at the first instance.
To make sure we’re being fair, consistent and timely, we have a process that we will follow:
- Acknowledgement of complaint within two working days. This will usually be by email. You may be contacted prior to investigation to make sure that we have fully understood your complaint
- Investigation of complaint. This will usually involve our Head of Global Customer Experience who will review the complaint and liaise with your Account Manager. It may also require liaison with other parts of the business
- Written response to your complaint will be given within five working days. This will usually be by email. Depending on the particulars of the complaint, this response may be in the form of an update rather than resolution where we need more time. If this is the case, we will inform you within the five working days period and try to give an estimate of the time it may take to resolve the complaint.