Making a complaint

We aim to provide the best possible service and would prefer things to go smoothly all the time. But, sometimes we make mistakes or circumstances beyond our control affect our service.

You can help us put things right by letting us know where our service falls down and how we can improve it. We will treat all complaints seriously, promptly and in confidence.

How do I make a complaint?

• by telephone on 0300 100 0303
• by email to customerservice@affinitysutton.com
• by letter to Affinity Sutton, Maple House, 157-159 Masons Hill, Bromley, Kent, BR2 9HY.
• by visiting one of our offices.

We will:

• take your complaint seriously and aim to put things right there and then
• take full details from you and investigate the matter if we are unable to resolve the problem straight away
• be polite, helpful and professional
• use lessons learned from complaints to improve our service.

Please ask a member of staff if you need any help in making a complaint.