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What is your process for handling complaints?
What is your process for handling complaints?
Updated over a week ago

We’ll let you know we’ve received your complaint. We’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.

We may need to talk to you to help put things right. So please give us your up-to-date contact phone number and email address.

You’ll receive a letter to acknowledge your complaint along with our complaints leaflet within five business days outlining the next steps. You can also find a copy of our complaints leaflet here.

We aim to provide you with our final complaint response letter within three weeks of the complaint being raised. If we need longer than this, we’ll let you know in advance.

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