Complaints Policy
Last updated: January 2026
Our Commitment
We are committed to providing excellent service to all our clients. However, we recognise that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
How to Make a Complaint
You can make a complaint by contacting us via:
- Email: Use the contact form on our website
- Phone: Call us using the numbers provided on our contact page
Our Process
When you make a complaint, we will:
- Acknowledge your complaint within 2 working days
- Investigate your concerns thoroughly
- Provide a full response within 10 working days
- If we need more time, we will keep you informed of progress
Escalation
If you are not satisfied with our response, you can escalate your complaint to senior management. We will review the case and provide a final response within a further 10 working days.
External Resolution
If you remain dissatisfied after exhausting our internal complaints process, you may be able to refer your complaint to an external dispute resolution service.