The resource you are trying to view is restricted to network members. Please login to your MyHQN account to access this resource or contact[email protected] to enquire about becoming a member of this network.
We ask customers to escalate within 4 weeks of our stage 1 response but are flexible on this as we do not want to hinder access to the complaints process.
Good afternoon, we also had two responses in our Complaints Hub WhatsApp group:
• We state 20 working days after our S1 response, however, in reality we would now still accept an escalation if after this timeframe. The HOS have given a few frowns where previously we haven’t accepted an S2 past 20 days, so do bear that in mind. Hope that helps
• Similar here. We do put in our correspondence that should they wish for the complaint to be escalated to let us know within 14 days but in reality we accept any escalation unless we have a valid reason not to.
Author: Suzy Histon
We ask customers to escalate within 4 weeks of our stage 1 response but are flexible on this as we do not want to hinder access to the complaints process.
We are the same. 20 working days but with our discretion.
Good afternoon, we also had two responses in our Complaints Hub WhatsApp group:
• We state 20 working days after our S1 response, however, in reality we would now still accept an escalation if after this timeframe. The HOS have given a few frowns where previously we haven’t accepted an S2 past 20 days, so do bear that in mind. Hope that helps
• Similar here. We do put in our correspondence that should they wish for the complaint to be escalated to let us know within 14 days but in reality we accept any escalation unless we have a valid reason not to.