You want to make a complaint but you're not entirely sure how? Here's how!
When making a complaint, please can you send an email to [email protected] with the subject "Complaint - [your address]"
Within this email, can you please document the reason for the complaint as well as any documents attached you may need to add for support. This will help the complaints team get eyes on everything you need assistance with.
❓How will my complaint be dealt with?
You log the complaint via email following the steps above.
This is then reviewed by a manager and a first response will be sent back to you "The Customer" within 7 working days, please note weekends do not count within this.
After this time you will be contacted with a response. If this hasn't resolved the complaint and you would like to continue this you can continue this with the manager in question where necessary until an outcome is achieved.
If you're not satisfied after this has been relayed back to the manager, you are welcome to escalate this to CEO level.
Once escalated to CEO level, you can expect to hear from the CEO within 8 weeks of escalation.
Once the CEO has liaised with The Customer after escalation, if this remains unresolved you're welcome to further your complaint externally by the relevant body.
Please reach out to us at [email protected] if you have any further questions about this process! ⚡️