Complaints

We aim to provide all clients with the best possible customer service experience. However in the unlikely event you are not completely satisfied with the service you have received please contact us as soon as possible.

Making a Complaint

Please provide us with details of your contact information along with the reason and an explanation of the nature of your complaint. We can be contacted by phone, post or email:

Response

We will ensure that we listen to your concerns and respond to any complaints in accordance with our complaints policy. We will respond to any complaints within 2 working days.

Escalation

If you do not receive a satisfactory initial response to your complaint by speaking to a member of our team then please ask for your enquiry to be escalated to the Service Operations Manager.

Independent Adjudication

In the unlikely event of a complaint not being resolved within eight weeks of receipt you may refer your complaint for independent adjudication through Alternative Dispute Resolution (ADR). We are registered with the Ombudsman Services for Communications, who provide this service to you free of charge.