HBLB is committed to providing a high-quality service to everyone we deal with. Where you have a complaint, we want to help you resolve your complaint as quickly as possible.
We treat as a complaint, any expression of dissatisfaction with our service which requires a response. We listen to complaints, treat them seriously and learn from them so that we can continuously improve our service.
Our policy covers complaints about:
We will not progress complaints under this policy that:
If you are not sure how your complaint will be considered, then we will be happy to advise you. Our contact information can be found here.
Our standards for handling complaints are:
The requirements of the Data Protection Act 2018 will be applied to any personal data that is handled as part of a complaint
How to complain
Complaints should be made in writing this can be via email or post and our contact information can be found here.
When you complain, please give us as much information as you can to help us understand and to investigate your complaint.
If you remain dissatisfied - in our response to your complaint, we will confirm how to escalate your complaint if you remain unhappy with our response.
We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery.