How do you approach compensation?
Compensation payments are reviewed on a case-by-case basis, with fairness as our primary goal. We will always:
- Ensure that you are treated fairly
- Be consistent in our approach
- Aim to rectify issues quickly and fairly
- Put things right
- Provide clear expectations about the complaint compensation process
- Listen to your feedback and use it to help improve our services
We have no fixed limit on compensation payments and our colleagues are empowered to award an amount which appropriately reflects your experience and the severity of the situation.
As well as putting things right, offering a compensation payment or other remedy, our approach will always include:
- A sincere apology that addresses when we have failed to meet our service standards and why
- An acknowledgement of how this has impacted you
- Confirmation of how and when we intend to resolve any outstanding issues
- An explanation of how we will learn from the situation and improve our services