This year we introduced a new-look team reshaping the way that we respond to your complaints and feedback.
Our new Customer Advocacy team manages your complaints centrally, streamlining the process for you and making it easier for us to see where we can identify improvements and learn from our mistakes.
They also work with you through the complaints process, making sure that your views are heard and helping to bring about a resolution.
Becky Hughes, interim director of improving the customer experience, said: “An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, we are being very clear that this team will be advocating for our customers.”