Our aim is to resolve any problem to your complete satisfaction, and our helpdesk advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can't do this, we'll agree with you what we can do. We aim to respond to an email within five working days and if we can't sort out your complaint when you phone us, we'll call you back within five working days.
If your complaint requires further investigation it might take up to ten working days for us to investigate and respond to you.
We'll try to sort out your complaint on the spot but whatever happens, we'll respond and keep you regularly updated if it's going to take a while to check into things.
If an advisor can't sort out your complaint, they'll escalate it. A manager will then work with you to investigate your problem. If that doesn't work out, we'll escalate to either the Centre Manager or Relay UK Product Manager, or both.
We aim to settle all complaints by this stage but, if not, we'll explain our final position in writing. This means there's nothing more we can do.
You can ask for a manager to review your complaint at any time if our adviser hasn't been able to help and hasn't already offered to refer to a manager.