CFW takes complaints seriously. Complaints give us the opportunity to put things right and the lessons learned influence our practices. We know we do not always get it right, but we seek to demonstrate continuous improvement. We have a Complaints Procedure to ensure we have a clear and transparent process for dealing with customer concerns.
We are sorry if you have received a poor service or have a bad experience with us. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps us to improve our services.
If you require support to access and understand this policy or would like to access the policy in an alternative format please contact 0300 500 8085.