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All complaints are acknowledged and the details are recorded in a database.

The issues leading to the complaint are investigated by those skilled at understanding and resolving the problem.  We may ask for further information from you during this process. Once the investigation is complete, we will discuss our findings with you.

If we're unable to resolve a complaint to your satisfaction, the Utilities Disputes Ltd provides a free and independent service which can review and further investigate the issues for you. They are able to make a ruling which is binding on us to settle the complaint.