If you wish to make a complaint, our robust three-stage process below will ensure your concerns are investigated and responded to in a timely manner.

Our complaints procedure follows the below stages:

Stage 1 - Acknowledgement of complaint
Within 5 calendar days of your complaint being received (complaint initiation date) we will contact you to acknowledge receipt and request any further detail needed to allow us to initiate the complaints procedure.
Stage 2 - Path to resolution
Within 10 calendar days of the Complaint Initiation Date, we will share with you a 'Path to Resolution' which details how your complaint will be investigated.
Stage 3 - Assessment and response
Within 30 calendar days of your Complaint initiation Date, you will receive a Complaint Assessment and Response letter. This will detail:
  • A summary and report of each complaint logged.
  • If the complaint has been settled, the action that was taken or is planned to be taken in order to settle it.
  • If a complaint has not been settled, and we need more time to investigate further, we will provide an estimate of how long it should take to make a decision and a brief explanation of the additional steps required and why.
  • If additional investigation or work is needed, we will provide an update on this within 28 calendar days.
  • If your complaint is not accepted, a clear explanation of the reasons for the decision will be provided.

Complaint Form

Please fill in the form below and we shall be in touch promptly to resolve your issue to your satisfaction.

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