Making a complaint

How do I submit a complaint?

Visit to view all ways to get in touch including web chat, email, by post and over phone.

Please note, web chat is always the fastest and easiest way to get in touch.

How long will it take to resolve my complaint?

Where possible, we aim to resolve your complaint when you first get in touch.

We always try to resolve complaints within 10 working days but if we can’t, we’ll let you know why. We will advise you of all steps being taken to resolve your complaint and advise you of an estimated resolution date.

How can I escalate a complaint?

If you are not satisfied with the response from our complaints team you can escalate your complaint.

  1. Go to
  2. Select the Follow Up tab
  3. Fill out the Escalated issue tab with your complaint detail

A member of our complaints team will get in touch within 24-48 hours.