Complaints Procedure

Our commitment to you. We are committed to providing a high standard of service to every customer, every time. We do recognise, however, that occasionally we may not live up to your expectations.


Your comments are important. Not only do they allow us the opportunity to put things right for you, they also help us to enhance and improve our services for everyone who uses them. So, if you can suggest a way in which we could have served you better, please do let us know.

How to contact us

If you have a complaint about any aspect of our service, then we would like to hear from you. It is usually best to contact us by email in the first instance with as much detail as you can, to ensure that Customer Services has the information and can begin the process of looking into your complaint.


What you need to provide

To help us investigate and resolve your complaint as quickly as possible, please provide us with the following information:

  • Your name and address, account number or other appropriate reference
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents such as correspondence
  • A daytime telephone number where you can be contacted.


How we will respond

You will instantly receive a unique Ticket Number which we act as the Complaint Reference Number. 

We will do our best to resolve your complaint quickly and with the minimum of inconvenience to you. The first step is for us to be really clear on what the problem is. The more information you can give us the better.

Sometimes we will not be able to resolve your problem straight away. If we are unable to resolve your complaint by the following day, we will:

  • Send an acknowledgement of your complaint via email within three working days together with your unique case reference number
  • Confirm who will handle your complaint and how you can contact them. 

If your complaint is particularly complex in nature, we will seek to keep you informed of the progress we are making as our investigations continue. We will aim to resolve your complaint within four weeks. If we are unable to do so, we will send you a written update at that time to explain what is happening and let you know when we expect to resolve your complaint.

After eight weeks we will send you a final response or a further progress report on our investigations.

If you are still unhappy

We aim to resolve all complaints as quickly as possible. If, for whatever reason, you are unhappy with the response you receive from us, please contact the person or department who handled your complaint.