How are we doing?
Our ambition is to provide excellent customer service but we know sometimes things go wrong.
We want you to trust that we'll act on our word. If you feel that we have not met our high standards, please follow the guidance below.
If you have a complaint we will try to resolve it as quickly as possible and will use your feedback to review and improve how we do business.
How to make a complaint
We aim to acknowledge receipt of your complaint within 3 working days and will do all we can to resolve your complaint quickly and easily.
To help us respond quickly, please provide us with as much detail as you can and submit your complaint as closely as possible to when the event occurred.
We have a whistleblowing hotline and email if you wish to raise concerns related to fraud, bribery and similar matters.
All concerns will be taken seriously and investigated quickly. If you wish, your anonymity will be protected. If a proven disregard of our legal obligations or policies is established, appropriate action will be taken.
Please note that in order to remain compliant with the General Data Protection Regulation 2018, no personal or confidential information should be shared via enquiries e-mail address.