Our complaints process

Here to help if you have a problem

You deserve the highest standard from us, but we understand that from time to time problems can arise. Our clients are important to us, that's why we do everything we can to resolve any complaint quickly and to your satisfaction.

When our service does not meet your expectations, our complaints process is here to give you a professional, fair and quick way to resolve any issues as soon as possible.

We use complaints as an opportunity to learn how we can do things better for our clients. That’s why we appreciate the feedback we receive as it helps us to improve our service. You can share your feedback with us to leave your suggestions on how we can make improvements.

Our escalation process

Step 2: If you are not happy with the outcome at stage 1, you have the opportunity for your complaint to be reviewed as part of our escalation process. Our aim is to resolve any complaints that progress to step 2 within 48 working hours.

However, where this is not possible, a senior manager will investigate further with the aim of providing a solution within a further 48 working hours. If we are unable to resolve your complaint, we then pass it to a senior director.

They will contact you to discuss the issue and provide a mutually agreeable solution within 5 working days.

Share your feedback

We encourage you to provide any comments on your experience that will help us in the future. If you would like to leave feedback or any suggestions for improvement, please share your feedback here.