Complaints Handling Policy

Complaints Procedure

We are dedicated to resolving any complaints as quickly as possible. If you are dissatisfied with our services and wish to file a complaint, please follow the procedure outlined below. The complaints procedure is available to all customers upon request, is published on our website, and is included in a summary form in our customer documentation.

How to Submit a Complaint

If you have a complaint about the service provided by us or one of our trusted partners, you can contact us in any of the following ways:

What to Expect

We will acknowledge receipt of your complaint within three working days and will provide a full response within eight weeks. If we need further information from you during our investigation, we will reach out.

If your complaint is more complex and will take longer than eight weeks to resolve, we will keep you informed of the progress. If your complaint concerns one of our trusted partners, we will forward the details to them and notify you when this has been done, along with information on their complaints procedure.