How to log a complaint
How we handle complaints
We want you to know that when you share your thoughts and concerns with us, we really listen. Your feedback is helpful for us to improve our services. Once we get your complaint, we aim to acknowledge it within 24 hours.
Your complaint will be personally handled by a dedicated member of our team, who will keep you updated about what's happening. We try to resolve all complaints within 20 working days, but if we can sort it out sooner, we'll let you know. If it takes a bit longer, we'll keep you posted on why and when you can expect a reply.
Thanks for helping us improve by sharing your feedback!
How we resolve complaints
Our main goal is to address and resolve your concerns to your satisfaction. As we move forward, you will receive a detailed written response from us. This response will outline the investigation we conducted into the issues you raised and any actions we plan to take as a result.
If, after reviewing our response, you still feel that your complaint hasn't been fully resolved, you can escalate the matter to a manager. Contact us below or through Connect and we'll make sure your concerns are addressed promptly.
Make a complaint