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Have your say on our draft Customer Complaints and Comments Policy

Tell us what you think for a chance to win a £75 Love2shop voucher (or supermarket of your choice).

We want to offer the best service we can to our customers and that includes making sure we listen to and act on your complaints.

We’re reviewing our Customer Complaints and Comments Policy and we’d like your feedback to make sure we’re getting it right.

The draft policy explains how we deal with complaints and, ultimately, improve the way we deliver our services.

It sets out who can complain, the ways you can complain and the different stages of the complaints process.

There is also information about compensation and personal injury and liability claims.

The policy doesn’t just cover complaints – we also explain how we handle your compliments, comments and suggestions.

We request that you read the draft policy and then give us your comments on the following:

- if you understand how to make a complaint.

- if you understand how your complaint will be handled.

You can also give us general feedback.

Click the link below to join the survey and give us your comments:

The survey will close at 5pm on Friday 2 October. Please note this feedback might take about 15-20 minutes to complete. As always, we really appreciate your time and support on such an important matter.

You can read our draft policy here. For more information on the policy, contact by Friday 2 October.

For more information about getting involved, please call the Communities Team on 0808 230 6500 or email