Complaints procedure
We aim to put things right quickly. Here's exactly how we handle complaints, and what you can expect at each stage.
How To Raise A Complaint
If something hasn't gone as it should, tell us. You can reach us by phone, email, or through the contact form on this site, and we'll log your complaint straight away.
What Happens Next
Step 1 — Acknowledgement
We'll acknowledge your complaint within 1 working day and give you a reference number.
Step 2 — Investigation
A member of our team will investigate and aim to resolve most issues within 5 working days. If it's more complex, we'll keep you updated on progress.
Step 3 — Resolution
We'll confirm the outcome in writing, along with anything we're doing to put things right.
If You're Not Happy With The Outcome
If we haven't resolved things to your satisfaction within 8 weeks, or you're not happy with our final response, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
- We aim to resolve every complaint fairly and promptly
- You'll always be kept informed of progress
- Escalation to ADR is free of charge to you