Complaint Procedure

How to complain

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to clarify the situation and deal with any issues quickly and efficiently.

Where to make your complaint

All complaints are investigated fully before we respond. This is to ensure we come back with constructive comments or course of action promptly. Our intention is to resolve your concerns within 48 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within 3 working days.

All complaints are handled by a central team away from day to day administrative operations to ensure we look at each case without any direct involvement. To inform us of an issue, we request this by using the following methods:-

We do not offer initial reporting via telephone as we investigate fully and require written notice to ensure all issues are internally verified.