Complaints
We take all complaints seriously and are committed to resolving them fairly and promptly. Below is our complaints procedure.
Contact us directly
In the first instance, please email [email protected] with a description of your complaint, the date(s) it relates to, and what outcome you are seeking. We aim to acknowledge all complaints within 2 business days.
Investigation
We will investigate your complaint fully and respond with our findings and proposed resolution within 10 business days. Where complex matters require more time, we will keep you informed of progress.
Escalation
If you are not satisfied with our response, you may escalate your complaint to a senior member of our leadership team by replying to our response and marking your email 'ESCALATION'. We will review and respond within a further 5 business days.
External escalation
If your complaint relates to data protection or privacy matters and you remain unsatisfied after following our internal procedure, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
Submit a complaint
Fill in the form below, call us on 0333 050 8120 or email [email protected] directly.