We will always be clear with you Our Service Standards We will... Communicate using plain English so you can make appropriate, informed choices. Discuss with you at the beginning what you can expect from the service we provide. Explain the complaints process and keep you updated about what is happening throughout You can expect us to... Communicate in a way that can be understood, avoiding using jargon, providing clear and relevant information. Listen carefully and ask questions to understand your complaint. Be professional and knowledgeable. Make sure everyone is clear about our process at every stage of the complaint.