We are committed to providing a high standard of service to every customer, every time. We do recognise, however, that occasionally we may not live up to your expectations.
Your comments are important. Not only do they allow us the opportunity to put things right for you, they also help us to enhance and improve our services for everyone who uses them. So, if you can suggest a way in which we could have served you better, please do let us know.
How to contact us
If you have a complaint about any aspect of our service, then we
would like to hear from you. It is usually best to contact us by email
in the first instance with as much detail as you can, to ensure that
Customer Services has the information and can begin the process of
looking into your complaint.
To help us investigate and resolve your complaint as quickly as
possible, please provide us with the following information:
Your name and address, account number or other appropriate
A clear description of your concern or complaint
Details of what you would like us to do to put it right
Copies of any relevant documents such as correspondence
A daytime telephone number where you can be contacted.
How we will respond
You will instantly receive a unique Ticket Number which we act as the
Complaint Reference Number.
We will do our best to resolve your complaint quickly and with the
minimum of inconvenience to you. The first step is for us to be really
clear on what the problem is. The more information you can give us the
Sometimes we will not be able to resolve your problem straight away.
If we are unable to resolve your complaint by the following day, we
Send an acknowledgement of your complaint via email within three
working days together with your unique case reference number
Confirm who will handle your complaint and how you can contact
If your complaint is particularly complex in nature, we will seek to
keep you informed of the progress we are making as our investigations
continue. We will aim to resolve your complaint within four weeks. If we
are unable to do so, we will send you a written update at that time to
explain what is happening and let you know when we expect to resolve
After eight weeks we will send you a final response or a further
progress report on our investigations.
If you are still unhappy
We aim to resolve all complaints as quickly as possible. If, for
whatever reason, you are unhappy with the response you receive from us,
please contact the person or department who handled your complaint.