Complaints Handling Procedure

What to Do If Things Go Wrong

We are committed to providing high-quality services to all our clients. When something goes wrong, we need you to tell us about it so we can help put it right.

When we receive your complaint, we’ll process it in line with our complaints handling procedure to ensure the matter is dealt with as quickly and efficiently as possible.

To raise a complaint please email [email protected].

To report cases of abuse or spam, please email [email protected] so that they can be dealt with effectively and efficiently.

Receive & Review

We’ll capture the information that you’ve sent to us, review it and where necessary, escalate it to the right person.


We’ll be in contact with you to confirm receipt of your complaint and to seek more information where required. We will acknowledge receipt of your complaint within 1 working day.


Whilst it may take us additional time to investigate your issue when we have the information that we need, we’ll do our best to resolve any issues and to address any concerns that you might have when we first make contact. If that’s not possible, we’ll start investigating your complaint in further detail.

Resolve & Confirm

We’ll work extremely hard to resolve your complaint. If it’s something that we can’t easily address, we’ll inform you of the actions that need to be carried out, the associated timelines and involve other members of our management team where required. Once the matter has been resolved, we’ll be in touch to confirm that you’re happy with the outcome.

If You Are Still Not Satisfied

If, however, you’re not entirely satisfied with how your complaint has been handled or the outcome, please contact Paul Dennett our Customer Advocacy Director.

Email: [email protected]

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