Our Customer Commitment
Once we have the full details of your complaint our commitment is that we will normally take no more that 21 calendar days to respond fully to your issue.
For certain complaints we may require additional information or responses from you to complete our investigation.
Our Customer Service Advisors will take ownership of your complaint and look to provide you with a resolution.
Complaints Process
If you’re not satisfied with the level of service you receive, in the first instance please contact our Customer Service Team on +44 (0)845 310 8311
Once we have investigated your complaint, we will provide you with the results of our investigation.
If you are still dissatisfied with our response, then please email our Complaints Manager or write to us at:
Complaints Manager
510 Chiswick High Road
London
W4 5RG
Alternatively you can write to our Operations Manager:
Operations Manager
510 Chiswick High Road
London
W4 5RG
Our promise to you is:
- To deal with your complaint fairly, confidentially and effectively
- To respond to your complaint within 2 days and provide a likely timescale for resolving the issue
- To keep you updated on progress made.