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Complaints and Compliments

We are committed to delivering an excellent service to our customers. However, we recognise that there may be times when you might be dissatisfied if we have failed to deliver a service to the high standard set.

This section outlines how you can make a complaint. For more information, please download our 'Complaints and Compliments' leaflet by clicking on the image on the right. Alternatively call Customer Services for a copy on 0300 303 1010 or email .

If something goes wrong, or you are not satisfied with our service, please tell us. The simplest and quickest way to deal with a problem is to discuss it with a member of staff who will try and solve any issues for you.

If you are still unhappy you or a representative on your behalf can make a formal complaint with us and we will deal with it through our complaints procedure.

Please note: In some cases the complaints procedure may not be the best way to deal with your issue. In these circumstances, we will work with you to agree the next steps.

Our complaints procedure

When we receive your complaint we will try to resolve it as quickly as possible, ideally within five working days. However if your complaint is more complicated, we will need to carry out a detailed investigation, which can take longer. In these cases we will aim to respond within an average of 15 working days.

What if I am still not satisfied?

If you have gone through our formal complaints procedure and are still unhappy, you can:

Any more questions?

If you would like more information, or are unhappy with how we are dealing with your complaint, please call us and ask to speak to our Customer Experience Team.

How to make a formal complaint

If you require an immediate response or action, please contact Customer Services on 0300 303 1010 or email . Alternatively, you can make a complaint by completing the online form below.