Our aim is to deliver world class customer service and we believe in treating every customer fairly and equally. Our customers’ views are important to us. If you are in any way dissatisfied it is important you let us know.
We take complaints very seriously and we promise to deal with your complaint promptly and in a fair and honest way. If you wish to make a complaint please give us detailed and dated information so we deal with your complaint effectively. If we need further information we will ask.
You can complain to our Customer Relationship team using the following:
We will acknowledge your complaint in three working days and have up to eight weeks to fully investigate. We will try and keep you updated and try to reach a solution for you. When we have fully investigated your complaint we will issue a final letter which will explain our investigation and conclusion. If we need more time we will advise you.
If you are an eligible complainant and do not agree with out resolution you may wish to refer to: