Our promise of service:
We aim to provide a first class service to all our customers, but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect, we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer. If you have any reason to complain about our service, or us, please use the complaints procedure below.
How to complain:
If there is any occasion when our service does not meet your expectations, please state the nature of your complaint, along with if applicable, claim(s) reference(s) to:
Be Well Support
44 Tyndall Court
Telephone: 01773 477600
Once we receive your complaint we will acknowledge receipt within 2 working days. We aim to resolve all complaints at the earliest opportunity; however, we must make you aware that we have a maximum of 8 weeks from the date a complaint is received by us to issue you, as the complainant, a final response.
This final response will:
- Contain an offer of redress if the complaint is accepted and you have been financially affected
- Provide confirmation that we will regard the complaint as closed if you do not reply within 8 weeks from receipt of the final response letter
- Give details, including reasons why, on any rejected complaints
If after 8 weeks we require more time to investigate a complaint, we will contact you within the eight week period to inform you of this and ask for your agreement to extend to this period.
A final response will then be sent to you by the conclusion of the agreed time extension.