Making a complaint

Listening to your concerns

We want to listen to you if you feel we can do better.  That’s because whatever you tell us gives us an opportunity to improve our service so we get it right for all of our customers, every time.

Information we need

Please provide us with the following information:

• Your full name and address
• Your account details
• Your daytime contact telephone number (when we call you it may show as ‘withheld’ number but we will always try to leave a message with a name and contact telephone number for you to call us back)
• Details of your complaint, along with supporting information/copies of any additional documentation you want to provide
• What impact this has had on you and what you would like us to do to put it right

Next steps 

We will always do our very best to resolve your complaint as soon as we can, but sometimes it might take longer than we would like. Here’s what you can expect from us:

Where we can resolve your complaint within three business days* after we receive your complaint we will send you written confirmation of this.  

For those that might take a little longer to review, we will send you a letter to acknowledge your complaint and let you know when you can expect to hear from us again. We will also give you a reference number for your complaint, should you wish to contact us.  Sometimes we might need to ask for a bit more information to help us.

* A business day is any day that is not a Saturday or Sunday, or a bank holiday in the UK