Complaints and feedback

We take all complaints about our service seriously, because they make it clear to us where we need to improve.  We do our best to deal with your complaint promptly and fairly.  We let you know who is dealing with your problem, and what action we are taking to sort it out.  If you make a complaint, it is kept strictly confidential.

To make sure we have all the facts we need to investigate the problem fairly, and we have a set procedure for you to follow.  It speeds things up if you follow this procedure.

When should I make a formal complaint?

• Before making a 'formal' complaint, you should first contact our Customer Care Team on 0845 600 4436. They are usually in the best position to sort out the problem.  We will make every effort to resolve the matter informally. 
• Or, submit a complaint online - please complete our online form and we will pass your matter on to the relevant team/person. Click here to submit a complaint online
• You can also download a copy of our Complaints procedure and form in PDF format - click here
  

• However, if you are not happy with how they handle it, or if you feel that it isn’t appropriate to take up your problem with them, then you should use this complaints procedure.
  

For more information about making a formal complaint, please select from the following:

What does the complaints procedure cover?
How does the complaints procedure work?
What if I'm not happy with the final decision?