We do everything possible to get things right but if there is something we need to improve, we’ll learn from it and put it right.
If you have a concern or a complaint, we want to resolve it quickly and simply. If you’re unhappy about any aspect of the services we provide, please talk to us.
By calling a member of our customer support team, we can often clear up any issues quickly and agree with you on what to do next. If it’s not possible to sort out your concern in this way and you wish to make a formal complaint this leaflet explains how to do it.
We’re focused on delivering an excellent customer experience; we value all the feedback we receive from our customers and are committed to addressing all complaints fairly.
Contact our Support Team on 0203 499 0736 who will try to resolve the issue and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days, so that we can get a clear picture of the circumstances surrounding the complaint.