We are dedicated to providing services of the very highest standards. However, if you feel that we have not lived up to your expectations in any way, we would like to know so we can put things right for you. To voice your concerns, please follow our 3-step procedure.
Inform us of your complaint and how you think it could be resolved by:
We will do all we can to resolve your complaint within 15 business days. In exceptional circumstances or where complaints are particularly complicated, we shall send you an acknowledgement of your complaint within fifteen (15) business days of receipt with an explanation for the delay and a full response within thirty-five (35) business days. We will also let you know the name and contact details of the person or team dealing with your case.
To follow up your complaint with us you can:
We will endeavour to resolve your complaint straight away however, if we have not issued our 'final response' within 35 business days from the date you first raised your complaint, or if you are dissatisfied with our response, you can contact an independent Dispute Resolution Service relevant to the entity with which you have a relationship. Dispute Resolution Service Providers will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.