Complaints Procedure

We try our best to make working with us as friendly and hassle-free as possible. If there’s ever a time when you feel that our service falls short of this standard, we urge you to let us know. It gives us the opportunity to put things right, and to learn from what’s happened.

If you’re unhappy about any aspect of our service, please follow the steps in our Complaints Procedure. This procedure is in place because it helps us meet the following goals:

  • To resolve complaints as quickly as possible
  • To handle complaints consistently, fairly and objectively
  • To make sure we do better next time
How to make a complaint

As a first step, speak with any staff member. You can do this over the phone or by email, and they will do everything they can to find a solution for you. Most grievances can be sorted quite quickly this way.

If your problem can’t be solved in this way, you can then let us know that you wish to make your complaint formal. At this stage, please explain your complaint in writing, giving us as much detail as possible, and either:

What will happen next?

We’ll acknowledge receipt of your complaint within two working days, if it hasn’t already been resolved by then.

We’ll start looking into your complaint as soon as we receive it. Depending on the nature of the issue, this could involve gathering evidence and material relating to the complaint – for example, call recordings. When this phase is complete, we’ll review your case objectively and make a decision as quickly as we can.

In many situations we’ll be able to resolve the problem with an explanation, apology or an agreement to act differently in the future. Whatever the outcome, we’ll respond to your complaint in full – usually in writing – within two weeks of the date we received it.