Complaints Process

We hope you never need to complain to us. However, in the exceptional circumstance that you do please:

  • Call our complaint handling team on 0800 1930 944 (option 4, then 1) or send your complaint in writing to
  • Our team will acknowledge your complaint by confirming receipt within 24 business hours (Monday to Friday 8.30am – 5pm).
  • You will then be contacted to gather further information, within 48 business hours of receipt of your complaint.
  • If your complaint cannot be resolved immediately, we will advise you of the estimated timescale required to investigate, keeping you informed of progress at all times.
  • Your complaint will only be closed once you have confirmed you are satisfied with the outcome.