Complaints Process 

Please tell us if you have any cause for a complaint

We aim to provide a first class service to all our customers. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied. If you are unhappy with any aspect of our service, we would like to know. Your comments are important to us; they help us to make changes that will ensure we meet your expectations now and in the future.

How to make contact

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by phone, in person, in writing or by email at the following address:

253 Whitehall Road, West Bromwich, B70 0HQ 

Main: 0121 557 2683
Secondary: 079400 66 320 

Complaints by e-mail

If you send us a complaint by e-mail, we will usually respond to your e-mail address. However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents, so please provide your full postal address in the email.

How we will handle your complaint

We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The person you initially contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to resolve your grievance. Sometimes we will not be able to solve the problem for you straight away. In such cases, we will send an acknowledgement of your complaint in writing within two working days. On these occasions, we aim to resolve matters within 14 days.