We hope that you are happy with the service that you receive from Guinness Northern Counties but sometimes things do go wrong. Please do not be worried about making a complaint as we welcome them as an opportunity to improve our services.

There are a number of ways to make a complaint. However you choose to make it, we have both a complaints policy and a compensation policy which set out what you can expect from us. Our complaints policy sets out in detail how we will deal with your complaint, as well as who can make a complaint.

As well as knowing where we need to improve, we also like to know when we’ve done well – if you are happy with a service you have received from us, please tell us about this too. We are always happy to receive compliments and we make sure we publicise them to our staff.

Whether we receive a complaint or a compliment, we make sure we learn from them and improve how we do things in the future.