We know that even the best businesses, offering the highest standards in customer service, can encounter difficulties and receive a complaint. St Helens operates a Complaints Protocol defining the method by which complaints will be handled which will include supplying the customer with a copy of the Customer Charter.

One of the important benefits of membership is the support available from St Helens if and when a complaint arises. St Helens expects that all approved businesses respond to complaints in the manner to be expected from any reputable business, and do everything they can to resolve the dispute and make sure that the customer is satisfied with the outcome.

Where a dispute cannot be resolved in accordance with the Complaints Protocol, St Helens will intervene and provide assistance to both the member and the consumer to assist in securing a swift resolution, providing first and second tier advice.

If any weakness is identified within the business, St Helens will insist that the business undertakes relevant training to prevent any similar complaint occurring in the future.