When a dispute is received we will;

1. Immediately acknowledge it, confirming receipt and providing contact information for a staff member .
2. Gather all relevant facts, documents assess the severity and prioritise accordingly.
3. Take responsibility to help de-escalate the situation even if the fault is not immediately clear
4. Offer a resolution, such as a refund.
5. Follow up with the customer to ensure they are satisfied with the solution and to demonstrate that their feedback is valued.