Complaints Procedure

We strive to provide you with faultless service every time, however we understand that there may be times when you may not be satisfied with the service we provide. Therefore, we have an established complaint’s procedure which you may follow to ensure that you receive a timely and satisfactory resolution to your complaint.

How to register a complaint

In the first instance please make contact with our customer service team to give us the opportunity to attempt to find an immediate solution to your issue. If we cannot resolve your complaint over the telephone you can lodge a formal complaint in writing either via our head office postal address or via email to:

How we will deal with your complaint

Our aim is to resolve your complaint as rapidly as possible however it may take us sometime to carry out investigations or look into your complaint properly.

Within 7 working days of receipt of your complaint:

We will write to you acknowledging your complaint and giving you both a case number and the contact details of the names individual who will be dealing with it in order that you have a direct point of contact.

Within 30 days of receipt of your complaint:

We will provide you with a final response, including details of any financial compensation payable to you within 30 days of your complaint.

Please direct all enquiries to: