When we receive suggestions about improving the way we work, or praise for a job well done, we feed it back into our business improvement procedures. We take complaints very seriously and deal with any criticisms positively and proactively.

Our formal complaints procedure is available on request, but essentially:

• We will acknowledge your complaint within five working days of receipt
• We aim to resolve complaints within 40 working days
• Once we have fully investigated your complaint, we will respond with a decision

Although most concerns can be resolved quickly, more detailed enquiries are occasionally needed. If this is likely, we'll contact you with an update and give you an expected date of response.This will not be beyond 40 working days from when you first made your complaint.

Who to contact
Please detail your complaint in full, and explain how the dispute could be resolved to your satisfaction to following address:


Customer Service Manager


HAAC Ltd


Units 2 & 3

Ely Brewery Workshops


Station Terrace


Ely


Cardiff


CF5 4AR

If, following our investigation and response to you, you’re still not satisfied with the outcome, you may be eligible to contact the Financial Ombudsman Service (FOS).

Details will be provided in our response to you.