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Make A Complaint

If you want to make a complaint about something which has not gone as expected or you are unhappy with our service, you can find details about how to get in touch with us here.

Our promise

  • We’ll do our best to put things right as soon as you get in touch.
  • We aim to resolve complaints, following assessment and investigation as quickly as possible, usually within four weeks.
  • If we are unable to resolve the complaint quickly, we will provide updates at regular intervals.

How to make a complaint

Complete the form below to submit your complaint online.

(Also include a previous address if it is relevant to the complaint)
(Who we provide the asset reunification service on behalf of)
Please enter the 7-digit ProSearch reference number shown on the correspondence you have received - this helps us locate your records)
(If different from the customer)
(If you're happy for us to call you)
(If you're happy for us to email you)
(Include as much relevant information as possible)

Alternatively, you can contact us by phone or post.

Please be ready to provide the same details we've requested for the online contact form if you prefer to use one of these two options:

Call us

UK callers: 0371 384 2735

Lines are open Monday to Friday 8:30am to 5.30pm; excluding UK Bank Holidays.

International callers: +44 (0)371 384 2735

For deaf and speech impaired customers we welcome calls via Relay UK. Please see www.relayuk.bt.com for more information

Write to us

ProSearch
Customer Resolution Team
Sutherland House
Russell Way
Crawley
West Sussex
RH10 1UH
United Kingdom

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.