If someone is unhappy, we want to know. Most problems stem from either a communication breakdown, misunderstanding or occasional human error. In the first instance, we will discuss the problem with the block manager and their line manager. In most cases, we are able to resolve the issue with senior management involvement.
If this does not provide a solution that satisfies the complainant, the matter will be escalated to our Operations Director who will commence our formal complaints procedure. It is very rare that we have to invoke our formal complaints procedure, as we are able to deal with the problem at senior management level.