Something is not right
If you are unhappy with our service or something has gone wrong, tell us right away.
We promise to:
- apologise when we make mistakes and fix them quickly
- make it easy for you to complain
- help you send complaints through 'My Account'
- contact you within 2 working days to tell you who is handling your complaint
- keep you updated on progress
- give you a full answer within 10 working days
- explain how and when we will fix the problem
- listen to your feedback and use it to improve
- keep your information private
- tell you how to appeal if you are not happy with our response