We have a two-stage complaints procedure, and we will always try to deal with your complaint quickly. If the matter needs a detailed investigation, we will tell you and keep you updated on our progress.
We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.
We will look at your complaint at this stage if you are dissatisfied with our response at stage 1. We also look at some complaints immediately at this stage, if they are complex or need detailed investigation.
We will acknowledge your complaint within 24 hours and give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
You can make a complaint by: