Every now and then, there’ll be a disagreement that can’t be easily resolved. When this happens, you can contact our Customer Care Manager who will arrange to have your complaint reviewed impartially. This will ensure the process is fair and open.
You’ll hear back from us within five working days of receiving your complaint to confirm we’re looking into the issue, and we’ll keep you updated with progress.
Once we have all the information we need, we’ll aim to give you an answer within ten working days.
If it is a complicated investigation that needs more time, we’ll keep you updated at least once every 20 working days, or another such agreed timeframe, until your complaint is resolved.