Complaints Policy
If we have fallen short of your expectations, we want to hear from you. This policy explains how we handle concerns.
1. Initial contact
Raise your complaint with our support team first. Most issues are resolved quickly at this stage.
2. Formal review
If the matter is not resolved, your case is escalated for a formal review. We will investigate and provide a written response within five working days, outlining any proposed resolution.
3. Final escalation
If you remain dissatisfied after the formal review, the matter is reviewed at director level. A final decision will be issued within ten working days.
External arbitration
If you remain dissatisfied after our internal complaints process has been completed, you may have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) body. We will provide full details in our final response letter.