If we ever fall short, we want to know. The aim is always: listen first, act fast, fix it, learn from it.
Call, email or write. Speak to anyone in the team and they’ll pass it to our Complaints Lead. You won’t be passed around.
Within 2 working days we’ll confirm we’ve received your complaint, share who is handling it, and set a clear timeline.
Within 10 working days we’ll get back to you with what we found, what we’re going to do about it, and what we’ll do to prevent it happening again.
If you’re still not happy, you can escalate to our Directors who will respond within 14 days.
If unresolved, we will support you to take it to Trading Standards or an independent dispute resolution body.
A free, no-pressure conversation. We’ll listen first, understand what would help, and recommend the right support.