Complaints Procedure

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and enhance customer experience.

We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure.

If you have a complaint, please contact us with the details of your complaint, in the first instance by e-mail to [email protected] with the word complaint in the subject line.

What will happen next?

1. 1. We will send you an e-mail acknowledging receipt of your complaint within 7 working days of receiving it
   2. We will then investigate your complaint. This will involve passing your complaint to a Senior Manager, who will review your complaint by reading your case file and speaking to the Case Managers and other team members to ascertain the facts of the case.
   3. Your complaint handler will then respond to your complaint within 31 working days of receipt with their conclusions in writing.
   4. If you are not satisfied with their conclusions, your complaint and case notes will be passed to a Director for review who will normally respond within 14 working days ( unless on leave).
   5. If you are still not satisfied with our response we will suggest a list of CMA approved ADR providers.