Complaints Procedure

We hope you never need to complain to us. However, in the exceptional circumstance that you do please:

  • Call us on 0333 305 6880 or send your complaint in writing to [email protected].
  • You will then be contacted to gather further information, within 48 business hours of receipt of your complaint.
  • If your complaint cannot be resolved immediately, we will advise you of the estimated timescale required to investigate, keeping you informed of progress at all times.
  • Your complaint will only be closed once you have confirmed you are satisfied with the outcome.

In the event of an unresolvable issue you can refer your case to our nominated independent CTSI approved alternative dispute resolution provider, QASSS LTD t/a Dispute Assist and the Dispute Resolution Ombudsman. QASSS Ltd can be contacted at: 11th Floor, 3 Piccadilly Place, Manchester, M1 3BN, 0161 676 0921 or [email protected].