I can speak from my own expereince as a customer that service is poor. I had a serious complaint and was stonewalled at every level of the organisation - there was absolutely no accountability that you'd expect from a private firm or service provider. Instead the Trust's Charity Status is used as a veil to hide behind. Complain about a memeber of staff and you'll get nowhere - not even an acknowledgement.

I felt not being offered an induction was not an acceptable level of service. At no point did the Trust answer any of my questions or investigate the complaint - instead they threatened me with action to recover outstanding payments