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Complaints procedure

Last updated: November 2026

We aim to provide a high standard of service. If something has gone wrong, please tell us so we can put it right.

How to complain

Please include your name, contact details, what went wrong and what you would like us to do.

What happens next

  • We will acknowledge your complaint promptly, normally within five working days.
  • We will investigate fairly and keep you informed.
  • We will send you a final response within eight weeks of receiving your complaint. If we cannot, we will write to explain why and when we expect to respond.

If you are still unhappy

If you are not satisfied with our final response, please tell us and the matter will be reviewed by a director who was not involved. You also remain free to take independent legal advice.