What is the complaints procedure?

This article outlines our complaints process, detailing what you need to do and how you can get in contact with us.

We are committed to ensuring that our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints, as it allows us to put things right for you and help ensure improvements are made. We aim to do this quickly and efficiently.

Stage 1: Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

Click here to find out how to contact us

Stage 2: Escalating your issue

If the response you’ve received hasn’t resolved your issue, or you’d like to discuss it further, please let the agent know. They can review your case and, where needed, arrange for it to be looked at by the appropriate team or escalate it internally.

If you would prefer to speak to a manager, you can request this and, if available, they will be happy to assist. Managers are typically available during core business hours, although they may not always be immediately available. If this is the case, you can leave your contact details and a member of the team will be in touch.