Thank you for submitting your complaint. We’re sorry that our products or services didn’t meet your expectations.

Your complaint has been sent to the most appropriate team, who will work to resolve your issue as quickly as possible.  While we will always do our best to resolve complaints promptly, some cases may take longer to review.

Next steps

We aim to resolve your complaint as quickly as possible.  Here’s what you can expect

• If we are able to resolve your complaint within three business days*  we’ll send you written confirmation. 

• If it requires a little more time, we’ll send you an acknowledgement within five business days*, along with your complaint reference number and an indication of when you can expect to hear from us again.

• We’ll keep you updated throughout the process and let you know if we need any further information to help us investigate.

*A business day is any day that is not a Saturday or Sunday or a bank holiday in the UK.