If you have a concern or complaint, please contact our team as soon as possible via phone, email, or through our website’s messaging system. Your complaint will be taken seriously, handled confidentially, and investigated thoroughly.
When raising a complaint, provide as much detail as possible, such as the nature of the issue, relevant dates, individuals involved, and any supporting documentation. We will keep you updated throughout the process and aim to resolve your complaint promptly.
- The Complaints Manager will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days).
- A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.
If you’re not satisfied with the resolution, you request an independent review. You may also provide feedback on the handling of your complaint through our feedback form or by contacting our team.
For more information, please request our Complaints Policy from the team.