How to Complain

We’re aware of an increase in calls to us and extended queue waiting times as a result of the Coronavirus outbreak.

Please bear with us whilst we work hard to address these volumes as quickly as possible.

Please read our up-to-date FAQsin 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
PO14 9PS

Fax: 0118 900 5757

*Please be aware that email cannot be used for any sensitive information, such as account details, balance information or address changes.

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.