Overview

We aim to provide a high standard of service, but we recognise that things don’t always go as expected.

If you’re unhappy with any aspect of our service, we’d like the opportunity to put things right.

Raise a complaint

To help us investigate your concerns, provide:

• Your account details
• A description of the issue
• Relevant dates and times
• Any supporting information

How we handle complaints

Once we receive your complaint, we’ll:

1. Acknowledge your concerns.
2. Investigate the issue.
3. Keep you informed of our progress.
4. Work with you to find a resolution.

Escalating your complaint

If you’re not satisfied with the outcome, you can ask for your complaint to be reviewed.

We’ll explain the next steps and any available escalation options.

Independent resolution

If we’re unable to resolve your complaint, you may be able to refer it to an independent dispute resolution service.

We’ll provide details if this option becomes available.