CS Update: New Knowledge Articles – Updated LPP/Bedbank Complaint & Out-of-Policy Request Processes

We’ve published two new knowledge articles outlining updated processes for handling LPP/Bedbank complaints and out-of-policy requests.

LPP/ Bedbank Complaint Handling

• The focus is on quick resolution timeframes.
• Bedbanks can be challenging to achieve a positive resolution with, so customer impact should always be front of mind.
• Prioritise a swift resolution over prolonged back-and-forth.

LPP/Bedbanks - Amendments/ Request's Outside of Policy

• Aim for fast turnaround on these requests.
• Lean on our terms & conditions and maintain a firm stance on non-refundable bookings.
• We can approach the bedbank for exceptions only in certain circumstances (detailed in the article).

Thanks for reviewing and applying these updates in your workflow. This will help us provide faster and clearer outcomes for our customers while staying aligned internally.

More information and Knowledge Articles can be found in the LPP/Bedbanks - Handling Bedbank Enquiries

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 8th August 2025, titled "New Knowledge Articles – Updated LPP/Bedbank Complaint & Out-of-Policy Request Processes" sent by Riley L (Customer Experience Operations Leader).