Complaints Procedure

We aim to provide clear, helpful information. If something has fallen short, we want to know so we can put it right. This procedure explains how to raise a complaint and what to expect.

How to complain

You can contact us by email at [email protected]. Please include your name, how to reach you, and a description of your concern. There is no charge for making a complaint.

What happens next

• We will acknowledge your complaint promptly, normally within five working days.
• We will investigate the issue fairly and keep you updated on progress.
• We aim to provide a final response as quickly as possible.

If you are not satisfied

If you are unhappy with our response, you may be able to refer your complaint to the relevant ombudsman or regulator, free of charge. We will tell you which body applies and how to contact them in our final response.

Contact

Email [email protected] to raise a complaint.