Making a Complaint

Complaints

Although we aim to provide excellent customer service to all customers, we understand that sometimes our best efforts can fall short and a problem needs to be escalated. If you would like to make a complaint about the service you received, please complete the contact form and include Complaint in the subject line to ensure we escalate accordingly.

Escalating a Query

Initially, please let the agent know that you require your enquiry escalated and this can be taken to one of our supervisors who will get back to you as soon as possible. If this still does not meet your requirements then please update the enquiry or add Complaint to the subject line of your query. We will respond back to you within 5 working days to confirm your complaint reference and the actions already taken/next steps in resolving your complaint.

Closing the Complaint

Whilst completing our investigation, we will update you to either provide further time scales or request that the complaint is closed. When both parties are happy that your query is resolved, we will close the complaint. All of our complaints are recorded, and agents are informed of the outcome of the investigation to help improve our service moving forward. We take all correspondence seriously to ensure the error is not repeated.