Complaints

We take every complaint seriously. If we have fallen short, here is exactly how to tell us and what you can expect from our process.

Raising a complaint

Sign in and submit a complaint through the support section of your account. Tell us what happened and what you would like us to do to put it right.

You will receive an acknowledgement once your complaint is logged, and it will be assigned to a member of our team.

Our process

We investigate every complaint thoroughly and keep you informed of progress. You can see the status of your complaint at any time from your account.

We aim to resolve complaints as quickly as possible and will always explain our conclusions in plain language.

If you are not satisfied

If you are unhappy with our final response, we will explain any further options available to you, including independent review routes where applicable.

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