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FORMAL COMPLAINT PROCEDURE:

We understand that mistakes happen, and on these occasions we have a formal complaints procedure.

A Complaint Form can posted to: Quality Systems Manager, NBV, FREEPOST NG4238, NOTTINGHAM, NG7 7BR

As part of our complaint procedure we ask that complaints are put in writing so that we can fully understand the nature of your concerns and investigate it properly. We are committed to continual improvement and your comments and suggestions will be used to help us improve our service.

If you are sending your complaint by post please provide either a telephone number or an e-mail address so that we can acknowledge receipt of your feedback and either an e-mail or postal address so that we are able to provide you with our written response once we have carried out our investigations. Please indicate your preferred method of contact.

Our commitment to you:

1. We will acknowledge your complaint by no later than two working days from receipt of your completed Complaint Form. This acknowledgement will be made by e-mail or telephone according to the information you supply on the Customer Complaint Form.

2. Your complaint will be passed to the relevant Manager who will investigate your concerns or complaint. We will send you a written response within five working days of our acknowledgement. The written response will be sent by e-mail or post according to the information you supply on the Customer Complaint Form. Where we cannot provide a full response within this time frame we will contact you with an update.

3. We hope that our response will resolve matters to your satisfaction. Should you advise us that this is not the case then your complaint will be escalated to the NBV Executive Management Team.