Making a complaint 

Last updated: October 1, 2018

We're sorry to hear something about our service 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.


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If you have a complaint, check out our formal internal complaints procedure below. We’re totally committed to addressing all complaints, fully and fairly, and in a reasonable timeframe.

Step one: Raise your issue with our team

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

  • Phone
  • Online
  • Post

Please remember to give us your details, including your account number, address, email and contact number when you do, so we can get back to you as quickly as possible.

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Step two: 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 three: 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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