Complaints and Compliments
If you are dissatisfied with our service, you can complain to us. You can also let us know if you think there is something we have done well.
Make a Complaint
If you wish to raise a concern about the service you received, we encourage you to do so within three months of the issue occurring. Delays beyond this period may limit our ability to fully investigate the matter. In certain circumstances, we may be unable to consider complaints made after a significant delay.
Once we receive your service complaint, we will acknowledge it within 14 calendar days. Our aim is to provide a full response within 30 calendar days.
For complaints that are particularly complex, unclear, or cover multiple concerns, we may contact you to confirm the specific issues being raised. After we have agreed on the scope of the complaint, we will work to respond within 30 calendar days. However, investigations into more complicated matters may require additional time.
If we’re unable to meet the 30-day timeframe, we’ll keep you informed with regular updates and let you know when you can expect a response. In general, even complex complaints should receive a final response within six weeks, unless there are valid reasons for a longer investigation period.
Give a compliment
If you've had a great experience with our service or think we've done something particularly well, we’d really like to hear from you. Your feedback helps us to know what’s working and encourage us to keep doing our best.
Whether it's a small gesture that made a difference or a big win worth celebrating, please feel free to share it with us. Your feedback matters and helps us grow in all the right ways.