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Our Complaints Policy

We hope that you never need to make a complaint but if you do don’t worry, we’re here to help!

Our Customer Services team are on hand to resolve any issue you may have and you can make a complaint through any contact method. You’ll find our full contact details here.

We try to resolve complaints within 7 days but where we need to conduct a more detailed investigation, it may take a little longer. However, we’ll always keep you updated with what’s going on.

We aim to take a fair and reasonable approach to all complaints but if you’re unhappy with either our decision or service at any point, please let us know and we’ll escalate your complaint to a more senior team member for a full and independent review.

In the unlikely event that we cannot resolve your complaint, The Consumer Ombudsman is our appointed arbitrator for dispute resolution. You can contact them here.