Our Complaints Policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, you can write to us at the address stated above. We have 28 days to consider your complaint. If we have not resolved it within this time you may seek external legal action.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally involve passing your complaint to one of our senior directors, who will review your case and speak to the person(s) who worked on your contract.

The case handler will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within fourteen days of sending you the acknowledgement letter.

Within three days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.

If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the company to review the decision or an appropriate alternative such as a mediatior.

We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, then we would suggest the final route of external legal advice and/or the Ombudsman.