Last updated: 9 January 2019

Make a complaint

We want to provide you with the best service possible. If you are dissatisfied with our service, and want to make a formal complaint, you can write to us at . Please help us understand what went wrong by describing the problem and any communication you’ve had with us so far about it.

What we’ll do next

We’ll send you an acknowledgement of your complaint as soon as possible, and investigate what happened.

We’ll aim to respond fully within 10 working days. If we need more time, we’ll let you know why, and keep you informed of our progress.

If you’re not happy with the way we’ve responded to your complaint, or if you haven’t received a reply within 10 working days, please let us know, and the problem will be escalated to a senior manager, who will respond as soon as possible.