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
To investigate a complaint, please complete our Complaints Form. This helps our team gather all the information we need to review your case properly.
Please note:
We can only investigate your complaint once the form is submitted
Submitting multiple forms could delay your complaint investigation
Step 2 – What Happens Next
You’ll receive an acknowledgment email confirming we’ve received your complaint and 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 but we'll keep you updated during this time.
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.