Write to us
Customer Resolution Team
How we will investigate your complaint
We will acknowledge your complaint within three working days following the day of receipt. This will either be post or email.
We aim to resolve complaints as quickly as possible, usually within four weeks following an assessment and investigation. We will send you a full response to your complaint from a named case handler, together with their direct contact details.
Most of our customers’ complaints can be resolved quickly, but occasionally more investigation is needed, particularly if your complaint is complex in nature. If we are unable to resolve your complaint quickly, we will keep you updated at regular intervals.