PO Box 706
How to Complain
We’re aware of an increase in call volumes and queue waiting times into the business as a result of the recent coronavirus outbreak.
While we’re working hard to address customer concerns as quickly as possible, please bear with us whilst we attempt to work through these complaint volumes with a reduced workforce.
Please read our up-to-date FAQs in the first instance to find out what you need to know, before calling or emailing our Customer Service Team.
Thank you for your patience during this difficult time.
If you are unhappy with any aspect of our service we would like to know about it. We will investigate the situation and set about putting it right as quickly as we can.
To make a complaint, you can write or send an email (please include your account number and a daytime contact number) detailing your complaint to our Head Office at:
PO Box 706
We aim to resolve all complaints by the close of three business days after the date the complaint is received. If this is not possible, we will let you know that we have received your complaint and are investigating it.
Within four weeks of receiving your complaint we will explain what caused the problem and what steps we have taken to put it right. If we have been unable to settle the complaint by this time then we will tell you why and what we are doing to resolve the issue. We will also tell you when we will be in touch again.
We aim to send you a final response within eight weeks explaining the outcome of your complaint.