Complaints Procedure

Complaints Procedure

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and enhance customer experience.

We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure.

If you have a complaint, please contact us with the details of your complaint, in the first instance by e-mail to:, with the word Complaint in the subject line.

What will happen next?

We will send you an e-mail acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint and review your complaint to ascertain the facts of the case.

After that we will respond to your complaint within 7 days of receipt with the conclusions in writing.

If you are not satisfied with the conclusions, you will need to send your complaint to us in a formal letter with your evidence. We will normally respond within 7 working days (unless on leave).

If you are not satisfied with the response, we will provide you with details of an independent dispute resolution service provided by The Institute of Paralegals whose code of conduct and decisions we are obliged to abide by and you may use their dispute resolution service for free. We will provide you with details of how to access this service if required.

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