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How to make a complaint

We're sorry to hear that something about our services is making you unhappy. When something has gone wrong, we want to know so that we can put it right as quickly as we can for you.

Before you submit your complaint

It’s important to check whether or not your issue can be resolved online. 

Simply select an option below to get help relating to your issue.

Still not fixed your issue?

If you have a complaint, see our formal internal complaints procedure below. We’re committed to addressing all complaints fully and fairly, and in a reasonable time frame.

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Step 1 of 4
Raise your issue with our team

There are 3 easy ways to get in touch with us:

  • Phone
  • Online
  • Post

When getting in touch, please remember to give us all of your details such as account number, address, email and contact number so we can get back to you as quickly as possible. 

Step 2 of 4
Tracking your complaint

Once your complaint has been raised, you can track the progress and view any updates here

Step 3 of 4
Resolving a complaint

When we get your complaint, we’ll aim to resolve it to your complete satisfaction. If you don’t feel this has been done, you can ask to escalate the issue to a manager.

Step 4 of 4
Independent adjudication

If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we confirm in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll let you know that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution (ADR). This service is absolutely free of charge.

Read our Complaints Code of Practice

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