Complaints Procedure

We aim to provide the best service possible. If something goes wrong, we want to hear about it so we can put it right.

Step 1 — Contact us

• Email [EMAIL] or call [PHONE] with:
• Your name and contact details.
• What went wrong.
• What you'd like us to do to fix it.

We'll acknowledge your complaint within 2 working days.

Step 2 — Investigation

We'll investigate thoroughly and respond in full within 14 working days. If we need more time, we'll tell you why and when you can expect a response.

Step 3 — Escalation

• If you're not satisfied with our response, you can:
• Contact us again to discuss further.
• Seek advice from Citizens Advice (citizensadvice.org.uk).
• Use alternative dispute resolution (ADR) — we'll provide details on request.

Our commitment

We treat every complaint seriously, investigate impartially, and use the lessons learned to improve our service.