1. General service complaints

We aim to make our complaints process clear, fair and easy to use.

Acknowledging your complaint

We will acknowledge your complaint within 5 working days. We may contact you for more information so we can understand the issue properly.

Our response

We will try to resolve your complaint quickly and fairly. If you ask for a written response, we will aim to provide one within 30 days. If we need more time to investigate, we will tell you who is handling your complaint and keep you updated.

Information we need from you

Please include the following information if you can:

• Your name and address
• Your account number (if applicable)
• A daytime telephone number 
• A clear description of your concern
• What you would like us to do to resolve it

 If you are not happy with our response, we will explain how you can escalate the matter to the appropriate member of our Executive Team.

2. Data protection complaints

From 19 June 2026, you have the right to complain to us if you think we have not handled your personal data properly. We must acknowledge a data protection complaint within 30 days, look into it without undue delay, keep you informed, and tell you the outcome.

What is a data protection complaint?

A data protection complaint is about how we collect, use, share, store or protect your personal information. This could include concerns about:

• How we responded to a subject access request
• The accuracy of the personal data we hold
• How long we keep information
• Our security measures
• How we collect, use, or share your personal data 

How we handle data protection complaints

If you make a data protection complaint, we will:

• We will acknowledge it within 5 days
• We will investigate promptly and make any necessary enquiries
• We will provide a clear written outcome
• We aim to provide a response within 30 days

Please raise your data protection complaint using [email protected].

If you remain dissatisfied

If you are unhappy with our final response, you can complain to the Information Commissioner’s Office (ICO). The ICO will expect you to raise the issue with us first.

3. Contact us

You can make a general complaint or a data protection complaint using any of the following contact details: