Complaints Procedure

We are committed to ensuring all our customers receive a high standard of service.

However we appreciate that sometimes issues can still arise that need to be addressed and we want you to know your satisfaction is important to us.

We rely on feedback from our customers to identify the root causes of any complaints that may arise, this allows us to put things right for you and ensure improvements are made, we aim to do this quickly and efficiently.

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Stage 1: Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you.

Many outstanding issues can be resolved informally by discussing the issue with a member of staff,  the support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution with you.

Stage 2: Escalating your issue

If you still feel the issue is not resolved please ask to speak to a manager and they will be happy to talk to you to discuss the matter, managers are available on main working days during business core hours however they do also attend meetings and may not be readily available all the time.

In the instance a manager is not available please provide your contact details to the agent for a call back when a manager is available.

You can contact us with your complaint by telephone on our number 0333 123 8000 or by opening a ticket with our Customer Service team by clicking HERE

However you choose to contact us with your complaint you can expect a response within 3 business days.