Complaints
How to make a complaint.
We aim to resolve all concerns quickly and fairly. Here's how our complaints process works.
Our complaints procedure
If you have a complaint about our service, please contact us in writing in the first instance. We will acknowledge your complaint within three working days and aim to provide a full response within 15 working days.
Stage 1 — Internal review
Your complaint will be reviewed by a senior member of our team. We will investigate thoroughly and respond in writing.
Stage 2 — Independent redress
If you are not satisfied with our response, you may refer your complaint to our independent redress scheme. Details are provided in our response letter.
Contact us
Email: [complaints email] | Post: [registered address]