We’re committed to addressing all complaints, fully and fairly, and in a reasonable timeframe. If you have a complaint, check out our complaints procedure below.
How to get in touch
There are 4 easy ways to get in touch with us:
Give our Customer Service team a ring on 023 8098 0692. Our lines are open Monday to Friday 9am – 6pm (excluding public holidays). This is the fastest way to raise a complaint with us. We will do our best to resolve your complaint on the call, but sometimes we will need to look into things in more detail and reaching a resolution may take longer.
Email our Customer Service team at [email protected]. Please remember to include your account number, address and contact details so that we can get back to you as quickly as possible. Your email will be acknowledged within 14 working days of receipt and we aim to respond to all email complaints within 28 working days of receiving them.
Resolving your complaint
We look into every complaint and actively work to resolve things to your satisfaction. We will let you know as soon as we think we have a resolution. We will try to contact you by your preferred method first. If this is by telephone, please let us know the best numbers to reach you on. If we miss you, we will leave you a message with our telephone number so you can ring us back, during our opening hours, at a convenient time for you. If we can’t reach you to let you know about our proposed resolution, we will email you instead, or if we haven’t been able to clear Data Protection, we will write to your home address.
Your case will remain open for 28 days so you will have enough time to review and consider our proposal. If you’re happy with the resolution, please let us know so we can close your case down. If we don’t hear from you within the 28 days from the date of the letter, we will take this as confirmation you’re satisfied with the resolution and we will write to you again to let you know we’re closing your complaint.
If you don’t feel that your complaint’s been resolved:
When we get your complaint, we will aim to resolve it to your complete satisfaction. If you don’t feel this has been done, you can ask to escalate the issue to a manager. If you call in, a manager may be available to talk to you immediately or they may call you back at a time that suits you. If the manager needs to call you back, please let us know which contact number works best for you. The manager may get back to you in writing as well.
If, after discussing your case with a manager, you still feel we’ve not dealt with your complaint appropriately, please ask for your complaint to be reviewed by a Senior Manager. If, after following the process above, you’re still not happy with the outcome of your complaint, you can refer it to independent adjudication.
How long will you retain a record of my complaint?
We will retain the written records of your complaint for at least twelve months after the complaint was resolved or otherwise closed.