Make a complaint
We are sorry something has not gone as it should. Start your complaint online and we will work with you to put it right.
How we handle your complaint
A clear, written process so you always know what is happening and when.
-
We acknowledge your complaint
When we receive your complaint, we log it on our customer tracker and send you a written acknowledgement so you know it is in hand.
-
We investigate and reply
Our complaints handler gathers the facts and aims to send a final response within 4 weeks. If your case is more complex, we will keep you updated and reply no later than 8 weeks from your first contact.
-
You can escalate independently
If our final response does not resolve things, you can take your complaint to the relevant Ombudsman service, free of charge.
Make a complaint online
Tell us what happened and how to reach you. We log every complaint with Customer Care and follow our written procedure from there.