Complaints
If something’s gone wrong, tell us.
We take every complaint seriously and respond in writing.
How to complain
Three simple steps.
- 01Tell us what happenedEmail us at [email protected], describing what happened and what you would like us to do. Please include your name and your case reference, if you have one.
- 02We review your complaintA member of our team looks into what you have told us and checks your case record before responding.
- 03We respond in writingWe reply in writing, explaining what we found and, where something has gone wrong, what we are doing to put it right.
If you are still not satisfied
Ask us to look again
If you remain unsatisfied after our response, you can reply and ask for your complaint to be reviewed again by a senior member of the team.
Ready to send your complaint? Email us directly and we will take it from there.
Questions before you complain?
Contact us directly and a member of our team will talk you through what happens next.