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Complaint Handling Policy


• Complaint comes in to CPL.

• Advisor passes relevant info to Complaints Team.

• Complaints advisor contacts appropriate depot or department.

• Depot/department comes back with resolution. We endeavour for this to be within 24 hours.

• Complaints advisor contacts customer to offer resolution/compensation if appropriate.

• Resolved complaints sent to Area manager and copy filed.

• Report sent on weekly basis to all Area Managers and Directors.