Complaints
We take complaints seriously. Here's how to raise one, and what happens next.
Step 1
If you're unhappy with any aspect of our service, please contact us directly first:
Please include your name, contact details, and as much detail as possible about your complaint so we can investigate properly.
Step 2
We'll acknowledge your complaint within 5 working days.
We'll investigate thoroughly and keep you updated on progress.
We aim to resolve most complaints within 20 working days. If it takes longer, we'll explain why and give you a revised timeframe.
Our Commitment
We're committed to handling every complaint fairly, transparently, and promptly. If you feel your complaint hasn't been dealt with satisfactorily, please let us know and we'll review it further.