Complaints Policy

Last updated: 27 October 2026.

We aim to provide a respectful, reliable service. If something has gone wrong, please tell us so we can understand the concern and try to put it right.

How to raise a concern

Contact us using the phone number or email address displayed on this website. Explain what happened, when it happened and what outcome you would like. You may ask someone you trust to help you make a complaint.

What we will do

We will acknowledge your concern as soon as reasonably practicable, look into the facts fairly, and explain our response and any proposed action. We will handle complaints respectfully and keep relevant records securely.

If you remain unhappy

Please reply to our response and explain what you believe has not been resolved. Depending on the nature of the issue, you may also be able to seek advice from an appropriate independent body or regulator.

Before going live: add a realistic response timeframe and confirm the contact route you will monitor. Do not promise deadlines you cannot meet.