We’re sorry you have a complaint
We are sorry that you are unhappy with our products or services. Letting us know means we can record your complaint and work with you to understand what’s happened and how we can put things right.
You can complete our Online Complaint form and we will contact you by email, phone or post to resolve your Complaint.
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:
WHAT IS A FINAL RESPONSE
This letter should clarify the final position in relation to your complaint and any actions agreed.
Please start by telling us about the product that your complaint relates to and the nature of the problem you have had:
We're here to help
This form is designed to capture your complaint as quickly and as easily as possible and will be passed directly to our Complaints Team to investigate your issue and try to put things right.
There are some key pieces of information we need in order to do this – please ﬁll in the following ﬁelds to submit your complaint.
Please note all ﬁelds marked with * must be completed.
This is a secure form and will be passed directly to our Complaints Team.
What information do we need and why
To help us investigate and resolve your complaint, please provide the following:
Your name, Date of Birth
Your account details and what it relates to When your issue occurred
A description of your complaint How you have been aﬀected by this
A contact number and email address
Why we need this information:
This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and ﬁx your issues, putting you back in the position you were in before the complaint
Your contact details will help us to get hold of you if we need to discuss your complaint or require further information
Please Note: Our calls may appear as 'private', 'unknown' or 'withheld' on certain handsets. If you have provided a valid email address, please check your junk email folder as emails may fall into here instead of your inbox.