Making a Difference: Changing the culture around complaints
Complaints aren’t just people complaining. They’re opportunities for us to learn, improve and understand our customers better.
They’re one of the most important ways we hear what’s not working and gain insight to make things better. If we don’t understand how to listen, and if you’re not empowered to talk to us when things go wrong, then things don’t get better.
Over the past few years, we’ve been making changes to our complaints process, taking big steps towards a more open and accountable system.
8 October 2026
