Your complaints help us improve

At our recent Customer Away Day, Alan, who heads up out Complaints and Learning team joined customers to talk about complaints, feedback and how these help us improve the services we provide.

Customers recognised that improvements have been made in how we involve and listen to them, including around complaints. But they also told us they want to see clearer evidence of what happens as a result of their feedback – and how it leads to meaningful, lasting change.

Learning from your experiences

When something doesn't go as it should, hearing about your experience helps us understand what went wrong and where we can do better.

Customers told us they want giving feedback to be simple and straightforward. This includes focusing on questions such as what was difficult, what we could have explained better and what would have made the experience easier.

We're continuing to look at how we learn from complaints, surveys and other feedback, as well as how we communicate the changes we're making as a result.

And it's not only about when things go wrong. Customers also highlighted the importance of recognising great service and sharing positive experiences, so we can learn from what's working well too.

Your feedback matters. Whether it's a complaint, compliment or suggestion, hearing about your experience helps us understand what's working, what needs to change and how we can continue to improve our services.