We’re sorry to hear you’re unhappy. We take all complaints seriously and aim to resolve them quickly, fairly, and transparently.
Step 1 – Submit Your Complaint
Please email [email protected] with full details of your complaint.
To help us investigate and resolve your issue as quickly as possible, please include:
Your full name
Your email address
Your telephone number
Your account number (if you know it)
Details of the issue
Your ideal outcome – how you’d like us to resolve your complaint
The more information you give, the easier it is for us to investigate and resolve your issue.
Step 2 – What Happens Next
You’ll receive an acknowledgment email confirming we’ve received your complaint.
A dedicated specialist will review your case and respond within 24 hours of receiving your email.
If we need more information, we’ll contact you during this time.
We aim to resolve your complaint within 10 working days. All concerns and any agreed resolutions will be recorded on your account.
While we aim to resolve all complaints quickly, more complex cases may require the full 10 working days to complete a thorough investigation.
Step 3 – After Our Response
Once you’ve received our reply, you can:
Ask follow-up questions
Request further clarification
Let us know if you’re not satisfied with the resolution
If we don’t hear back within 7 working days, we’ll send you a follow-up email.
If there’s still no response after 6 weeks, we’ll issue a final resolution notice and close the case internally.
Possible Outcomes
Depending on the circumstances, we may offer:
A clear explanation of what happened
An apology
Compensation, if appropriate
Corrective action to fix any errors
Additional Support
If you’re a domestic customer and need free, impartial advice at any stage, you can contact:
Citizens Advice Consumer Service (CACS)
Extra Help Unit (EHU)
These services can guide you through the process and ensure your complaint is handled fairly.
If Your Concern Isn’t a Complaint
If you didn’t mean to raise a formal complaint, let us know and we’ll redirect your query to the right team so it can be resolved without going through the complaints process.