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whg Complaints Process - Your Views
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1.
If you wanted to make a complaint to whg, would you know how to do this or where to look for this information?
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Yes
No
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2.
When making a complaint how would you prefer to contact us?
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By post
By email
Via telephone
Via the customer portal
Face to face at a whg office
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3.
Please tell us three key things that you believe would contribute to a positive experience for customers who have made a complaint? For example, speaking with a Manager, the opportunity to escalate or appeal a decision, clear timescales for a response etc.
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4.
whg have 3 stages to our formal complaints process:
1. Investigate by a Manager
2. Review by a Senior Manager
3. Panel Review by a group of Senior Leaders
This process is designed to make sure we hear every part of your complaint and give you chance to ask us to reconsider our decision. It also means that if you made a complaint that went to each stage of our process, it could take over eight weeks. Do you think we should look at shortening this time or reducing the number of stages to our process?
(Required.)
Yes
No
Please provide additional details...
Current Progress,
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