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Outcome of your complaint

If we formally investigate your complaint, we will let you know what we find using the communication method agreed. If necessary, we will produce a longer report. We’ll explain how and why we came to our conclusions. 

If we find that the service department got it wrong, we’ll tell you what went wrong and why it happened.
If we find there is a fault in our systems or the way we do things, we’ll tell you what it is and how we plan to change things to stop it happening again. 

If we got it wrong, we will always apologise for it