Our Complaints Policy

We aim to provide excellent customer service as standard, but we know that sometimes things can go wrong. If you have a complaint, we want to help resolve it as quickly as possible. Your feedback also helps us to continuously review and improve our business, so it is important to us.

How do I make a complaint?

Please email your complaint to CapitaREIComplaintsProcedure@capita.com

To respond as quickly as possible to your complaint please provide us with as much detail as you can and submit your complaint as closely as possible to when the event occurred.

How will my complaint be managed?

We aim to acknowledge your complaint within three working days of receipt. We will do all we can to investigate and resolve your complaint immediately but otherwise we will aim to respond within ten working days.

If you are not satisfied with the response to your complaint, you can escalate your concerns to our QSHE Systems Manager sian.dixon@capita.com. Sian will contact you within three working days of receipt of your escalated complaint. We will review the case and provide a final response within 15 working days.

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