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.

RESPONSE TIME

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:

  • acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint;
  • we will aim to resolve your complaint within 4 weeks of receipt, unless the matter is complicated, or where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response;
  • our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and inform you when you can expect a final response.

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:

Complaint Details
What is your complaint about?

Please describe your issue and provide us with information on when this happened and how you have been affected so that we can accurately understand your complaint and investigate how we can put things right for you.

Please correct the following errors and try again:

Personal Details

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.