Customer care

We work hard to make every customer happy, and we hope you never have to complain about our services.

If you're unhappy with our work or service, please contact us, so we can quickly put things right for you.

Live Chat

Talk to us online with Live Chat. To start Live Chat click the blue circle at the bottom right of this page.

WhatsApp  

You can talk to us on WhatsApp. Start a conversation here.

Call

Email

You can complete our online form. It means we have the information we need to get your query to the right team quickly.

You can also provide a contact number and the best time to call you between Monday to Friday from 9am and 5pm. We'll try our best to contact you at this time.

What happens next?

We aim to deal with your complaint as quickly as possible and aim to get back to you within two working days and resolve your complaint fully within five days. We promise to respond within a maximum of 10 working days from the date we receive it. 

We will give you a contact name and that person will investigate your complaint and respond to you. Some complaints may take longer to fix, but we’ll keep you updated while we investigate it in more detail.

If you are not satisfied with the response you receive, we will carry out a full review of your complaint, to make sure we've done our best for you. 

Within eight weeks of receiving your complaint, we will either:

• be able to fully resolve your complaint, or
• advise you that we are still not able to issue our final response. We will explain why this is and also when we expect to be able to do so. 

Our Codes of Practice, and our Guaranteed Standards of Service, are available to view and download here.