Initially, please let the agent know that you require your enquiry escalated and this can be taken to one of our supervisors who will get back to you as soon as possible. If this still does not meet your requirements, please update the enquiry or add the word Complaint to the subject line of your query. We will respond back to you within 5 working days to confirm your complaint reference and the actions already taken/next steps in resolving your complaint.
Although we aim to provide excellent customer service to all customers, we understand that sometimes our best efforts can fall short. If you would like to make a complaint about the service you received, please complete the contact form and include the word Complaint in the subject line to ensure we escalate accordingly.
Closing the Complaint
Whilst completing our investigation, we will update you to either provide further time scales or request that the complaint be closed. When both parties are happy that your query is resolved, we will close the complaint. All our complaints are recorded, and agents are informed of the outcome of the investigation to help improve our service moving forward. We take all correspondence seriously to ensure the error is not repeated.