Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our clients get the best service possible.
However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
- Make it easy for you to tell us what went wrong;
- Give your complaint the attention it deserves;
- Resolve your complaint fairly without delay; and
- Make sure you are satisfied with how your complaint was resolved.
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
Via Chat Box
By telephone – call us on 0330 202 0283 during our office hours
By email – use the email address shown firstname.lastname@example.org
If you wish to make a complaint about any issue, please get in touch. We will acknowledge your complaint within 2 working days and respond within 5 working days.