Compensation for service failure

If we fail to meet our target times for responding to customer complaints and the complainant has not been notified previously of a delay in the process, a graduated scale for compensation will be awarded.  Failure of service will be monitored and payments will be made automatically where targets have not been met.

Service failure                                                Compensation amount

Not responding in ten working days to:

Stage 1                                                              £5.00
Stage 2                                                              £10.00
Stage 3                                                              £15.00

Not responding in 20 working days to:

Stage 4                                                              £20.00

Other payments

The Area Manager investigating a complaint may agree to make compensation if:

• A customer suffers loss due to service failure
• Failure of service causes distress
• Customers have to spend excessive time and trouble achieving a solution to a complaint.

The result may be a payment of compensation or compensation in kind (for example decorating materials).

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