How we are acting on your suggestions about giving feedback.
You said, we did
This label is used for suggestions from our customers which we have implemented.
You said, we are
This label is used for suggestions from our customers that we are in the process of implementing.
You said, we will
This label is used for suggestions from our customers that we are planning to implement soon.
How this page works
We are listening to your suggestions and acting on your feedback to improve our services.
We are at different stages of implementing the changes suggested by you, so we have labelled each action we are taking as either 'we did', 'we are' or 'we will', allowing you to follow our progress.
You said, we did
You said: make the information on how to give feedback more prominent on our website.
We did: we updated our website so that the information is more prominent. We are also working towards customers being able to log and track a complaint via our customer portal.
You said, we will
You said: include information on how to give us feedback in our newsletter.
We will: include this is the next edition of our ‘connecting with you’ newsletter.
You said, we did
You said: inform customers when a staff member who is dealing with their complaint is on leave and arrange cover.
We did: we updated our procedures so that this is clear to all staff.
You said, we did
You said: Some of the links on the complaints pages on the website were either unclear or didn’t work properly.
We did: We changed the wording to make it clearer and amended the links that don’t work.
We will: Ask our Customer Comms group to proof read the webpages to ensure that they are fully clear and accessible.
You said, we will
You said: The definition of a complaint was complicated and often customers didn’t understand if they were making a complaint or not.
We will: Provide refresher training to customer-facing staff to ensure they are confident in guiding customers through this process.
