We’re here to help if something isn’t right

If there is anything you are unhappy with, we want to know about it. We will do our best to put things right and learn from your experience.

We are committed to dealing with all complaints sympathetically and as soon as we receive them

When we receive your complaint, one of our Customer Service Representatives will carefully review the details you have provided, together with the activity and history on your account, to ensure they have all the relevant information needed to investigate and resolve your concerns as efficiently and effectively as possible.

If we have been able to resolve your complaint to your satisfaction, we are pleased we could do so and apologise that the issue occurred in the first place. We are committed to learning from your experience and will make any necessary changes to improve our services and prevent similar issues from happening in the future.

Unfortunately, some complaints can’t be resolved straight away

If we can’t resolve your complaint as soon as we receive it, we will provide you with an acknowledgement of your complaint with 5 working days. We aim to investigate and resolve all complaints within 10 working days. If we think it will take longer, we will keep you informed through your preferred contact method and provide an update on the progress of your complaint.

If you remain dissatisfied following our response

If you feel there is more, we can do to address your concerns, you can ask for your query or complaint to be escalated to a Team Leader. They will contact you within 2 working days to discuss your concerns and review the matter further.