Complaints Policy

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

 

If you have a complaint, please contact us with the following information:

– Your name and contact details

– The date of your interaction with us

– A clear and detailed description of your complaint

– What you would like us to do to resolve the issue

– You can send your complaint to us using the following method:

By email: [email protected]

 

Acknowledgement: We will send you an email acknowledging your complaint within 2 business days.

Investigation: A dedicated member of our team will investigate your complaint thoroughly. This may involve reviewing your account history and speaking with any staff members involved.

 

Response: We aim to provide a full and final response within 10 business days of receiving your complaint. If we need more time, we will contact you to explain why and let you know when you can expect a response.

 

Resolution: We will explain what happened and what we will do to put things right. Where appropriate, this may include an apology, an explanation, or other action to resolve the issue.

 

If you are not satisfied with our final response, you may have the right to escalate your complaint to an external third party. For consumer issues, this may involve contacting a consumer protection service or a relevant ombudsman.

 

 

We view every complaint as an opportunity to learn and improve. We regularly review customer feedback to identify and address any recurring issues.

 

 

All complaints are handled in a confidential and sensitive manner, in line with our privacy policy.