Complaints Policy

How to let us know if you have feedback or a complaint

If for any reason you are not happy with any aspect of the products or services we provide you we would be keen to hear from you as soon as possible so that we can put things right. Please contact us using one of the following options:

If you have time to talk to us about your concern you can use the following numbers

  • 0800 535659

You can also let us know about your concerns online by simply completing our online form.

What happens next?

Once you've told us about your concern we will investigate it and discuss a resolution with you. If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue. We'll also let you know who will be managing it for you. Our aim is to get your issue fully resolved within 20 working days.

If you have raised a complaint with us and we have been unable to come to an agreement on how to resolve your complaint, you have the right to bring your complaint to one of these independent services for advice.

  • The Disputes Tribunal
  • The Citizens Advice Bureau
  • Your Community Law Centre
  • The Office of the Privacy Commissioner (for privacy issues)