We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.
Once you’ve made a complaint, we'll aim to contact you within 24 working hours. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.
We will always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This may be over the phone, by our secure email or by letter.
We aim to deal with complaints as quickly as possible, this will usually be 14 days