We are continuously looking to improve our systems and procedures to ensure the highest levels of service; however, we do appreciate that we don’t always get it right.
We use all feedback, positive or negative, in a constructive way to help improve our ongoing service levels.
Our complaints handling process is made up of four easy steps:
1. Log your complaint
Contact us by:
- Login to your customer portal, select support from the menu, then select open a new support ticket.
- Complete the details, and select raise a complaint in Enquiry Type.
- Provide us with details regarding your complaint and submit your ticket.
- You can upload images once your enquiry is submitted, if relevant.
2. We will acknowledge your complaint
We will try to resolve your complaint by 5.00 p.m. on the following working day. If your complaint is more complex and requires more time to resolve, we will write to you within seven working days of receipt of your complaint.
Our aim is to resolve your complaint as quickly as possible, although it may take some time to investigate the matter thoroughly to ensure the best possible resolution.
3. We will fully investigate your complaint
Your complaint will be fully investigated by a trained customer service advisor from our complaints department. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information.
4. We will notify you of the outcome
We will always endeavour to inform you of our decision over the telephone.
In cases where we have not resolved your complaint by the end of the following working day, we will also confirm our decision in writing to you in a final response letter.
This letter will detail a full account of our findings and the rationale for our decision. If your complaint has not been resolved within eight weeks from the date of receipt, we will either provide you with a final response letter, or a further update on the progress of our investigation, explaining why we are not in a position at that time to provide you with our final response.