All our people have the authority to do the right thing. Like any business we have escalation channels to review and resolve things for you.. We will involve the responsible person in resolution, that’s the way people learn best, so often escalation will be by a conference call with a line manager and sometimes with a member of customer care to minute the meeting or discussion may be the next step.

In the interests of continuous improvement issues are also fed back to our weekly Chairman’s so learning can be fed down to all team.

Here’s what will happen to your concern:

We will let you know which person or department is responsible for finding a solution, we will formally track matters that cannot be resolved within 24 hours as a “Quality Tracked Issue”.

Where the ‘Responsible Person’ is unable to resolve matters, we’ll escalate things to a Senior Manager. This provides a fresh perspective and perhaps a little more experience. Our Customer Care Team are responsible for tracking progress and chasing up other teams.

We target ourselves to resolve 90% of Quality Tracked Issues within 10 days. Those that take longer are discussed at the weekly Chairman’s meeting.


0207 267 2900