Stage 1: Registering your complaint
If you have a complaint, please let us know by phone, fax,
email, in person or in writing. In the first instance you may
contact the member of staff who dealt with you originally, or you
can get in touch with your local office if you do not have a
contact name. If the problem cannot be resolved immediately, your
complaint will be formally logged as a customer service
complaint.
How you will be kept informed
We aim to acknowledge your complaint within five working days of
receipt. You will be told, either in person or in writing, how your
complaint is being dealt with what action may be taken as a result
and how the decision will be made. Each complaint will have a
unique reference number, which should be quoted when you contact
us. We will ask you when and how you would like to be kept
informed.
When SEPA has finished looking at your complaint, we will tell
you what we have decided to do. We aim to reply to all complaints
quickly, and certainly within 20 working days. If we cannot do this
we will contact you telling you when you can expect to receive a
reply. If the timescale extends beyond 20 working days, we will
send you an update at that time. We will also contact you if we
need more information.
Next: Stage 2