How to make a complaint

We strive to ensure that you are always happy with the service we provide. We treat any expression of dissatisfaction as a complaint - this can be raised to a member of our team via the phone, email or live chat.

To raise the complaint, we will take a few details to locate your information on our system, which will assist us in investigating your complaint.

How do we handle your complaint?

Our team will do their best to resolve the complaint at source and come to a satisfactory conclusion. Should a complaint not be dealt with to your satisfaction, our team will raise this by following our complaints policy.
The complaint will be escalated to a senior team member for review and will be acknowledged within 1 business day.

We will then investigate the complaint and provide a full response in writing within 3 working days. Should we need more time to investigate the complaint, we will communicate this to you.

What if you are not satisfied with our response?

If, after receiving our final response, you are still not happy with the outcome, you have the right to refer your complaint to the relevant external regulator.