Making a complaint

We follow a thorough 7-step internal complaints procedure to ensure every complaint is handled effectively: Categorise, Acknowledge, Investigate, Action, Respond, Report, and Learn.

Acknowledgements:

First acknowledgement: You’ll receive an informal confirmation from the recipient of your complaint within one working day, confirming that we have received it.

Second acknowledgement: Within two working days of the initial acknowledgement, the investigating lead will send you a more detailed confirmation. This will include the name of the lead investigator, your complaint reference number, a summary of the complaint points, and the expected date for a response.

Please note that investigations vary in length depending on the complexity and specifics of the complaint. We promise to keep you updated regularly throughout the process.

We then investigate the events surrounding each complaint to get a full understanding of what has occurred.

After your investigation is completed, we’ll send you a written response confirming the actions we’ve taken to resolve your complaint. We may also ask for further information where necessary. As part of our investigation we follow up internally with the people involved to make sure we learn and improve our processes to avoid the situation happening again.

Additionally we’ll provide information on where you can get extra help if you’re not happy with the responses or solutions we provide.

We are a member of The Centre for Effective Dispute Resolution (CEDR), one of the largest dispute resolution providers in Europe. CEDR is a not-for-profit charity whose role is to help customers and businesses to find a way to resolve disputes with the assistance of a professionally trained conciliator if they are unable to resolve their complaints directly through the organisation's own complaints procedure.

To make a complaint, please email [email protected] with as much detail on the matter as you are able to provide. Please make sure to explicitly mention that this is a formal complaint.