We value your opinion of our people, website, products and services. If you would like to make a comment or complaint about us you can do this in one of two ways:

			1. Contact the person, department or country office that you have already dealt with to fully explain your situation
			2. Contact the regional customer services manager for further assistance. Please ensure that we receive clear and correct contact details.

How we will deal with your comment or complaint
We deal with all comments and complaints seriously. We promise that we will treat your comment or complaint fairly and impartially.

We will not treat you differently because you have made a complaint. We will not discriminate against you on the basis of age, disability, ethnicity, gender, religion, belief, sexual orientation or any other irrelevant ground.

We aim to respond to you promptly – regardless of the subject matter, the way in which you contact us or the country in which your comment or complaint is made.

If we are unable to respond at the first point of contact, we aim to deal with your comment or complaint within ten working days of receipt. If we feel it may take longer than this, we will inform you of any delay within three working days.

When things have gone wrong we will do our best to resolve matters quickly and fairly. We will:

			explain what went wrong and why
			apologise when it is appropriate
			take action to remedy the situation, when possible.

If you are not happy with the response you receive, please contact the regional customer services manager.