* 1. Please tell us your complaint reference number or the date you lodge your complaint.

* 2. How easy did you find it to make your complaint?

* 3. When you made your complaint was the process made clear to you?

* 4. Did we meet your expectations, responding when we said we would?

* 5. Were you satisfied with the attitude and behaviour of the staff handling your complaint?

* 6. Overall, how satisfied where you with the way your complaint was dealt with?

* 7. What could be done to improve the experience?