Feedback

We welcome your feedback
Whether you wish to tell us that we have done something really well or that we could have done something better we value your feedback.  It helps us to shape the way we operate and to continually improve our performance.  It is very much part of our development with care approach.

Compliments
Compliments relating to our people and our work are always very welcome and will be shared with the individual or team concerned and with their senior manager.

Complaints statement
We take complaints relating to our operational sites or to the conduct of our employees and contractors seriously.  We investigate any complaints raised with us and endeavour to find solutions to issues that may arise.  Through a constructive dialogue we find that most issues can be quickly resolved.

Complaints process
In the first instance any issues relating to our mining operations should be raised directly with the site manager who is best placed to deal with your concerns quickly.  Alternatively you can contact The Banks Group community relations manager who should also be your first point of contact for any complaints relating to all Banks Renewables operational wind farms or to Banks Property sites. Please complete the Get in touch form below (or on the Contact Us page or home page) or call us on 0191 378 6100.

Your complaint will be acknowledged within two working days and an investigation will commence and appropriate action taken where required.  Most complaints can be resolved within a few days but in cases where detailed investigations or remedial measures are required this may take longer and we will contact you within ten working days to inform you of the likely timescale for the investigation and any action that we have taken.  In the unlikely event that you are not satisfied with the response that you receive to your complaint you can request that your complaint is escalated to the relevant Banks Group director who will carry out a review of the issues raised and of any remedial measures that have been taken.  You will also be notified of the outcome of this review.

We will treat the information that you provide to us with confidentiality and only release it to any third party outside of The Banks Group with your consent.  Please see our privacy statement.

You also have the option at any time to refer issues to the local planning authority or to any of the other UK agencies that regulate our operations including the Environment Agency, SEPA (the Scottish Environment Protection Agency), the Coal Authority, and the Health and Safety Executive (HSE).  It is our policy is to cooperate fully with these agencies.

Submitting your feedback about The Banks Group’s operations
Please complete your details in the Get in touch form below which will be forwarded to The Banks Group community relations manager.

If your feedback is urgent please call 0191 378 6100.

Get in touch

We welcome your feedback

Whether you wish to tell us that we have done something really well or that we could have done something better we value your feedback.

It helps us to shape the way we operate and to continually improve our performance. It is very much part of our development with care approach.

Registered office: Inkerman House, St John's Road, Meadowfield, Durham, DH7 8XL

Registered in England number 2267400. VAT registration number 569 3236 14

© 2017 Banks Group. All rights reserved.