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Complaints

Complaints Procedure

If something hasn't gone the way it should, we want to know. Here's exactly how to tell us and what happens next.

How to complain

You can raise a complaint with us in whichever way is easiest for you:

Please include your name, contact details, and as much detail as possible about what happened and when — it helps us investigate quickly and fairly.

Our process

  1. 1

    Acknowledgement

    Within 5 working days

    We'll confirm we've received your complaint and let you know who is handling it.

  2. 2

    Investigation

    Ongoing

    We'll look into what happened, speak to anyone involved, and keep you updated on progress.

  3. 3

    Resolution

    Within 20 working days

    We'll write to you with our findings and, where appropriate, what we'll do to put things right.

Our commitment

We take every complaint seriously and treat it as a genuine opportunity to put things right and improve how we work. You will always be kept informed of progress, and we will explain our reasoning clearly if we are unable to resolve things exactly as you'd hoped.