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Legal
Complaints Procedure
If we ever fall short, we want to hear about it — and put it right.
1. Get in touch
Email complaints@customercareline.uk or call us on 0800 000 0000. We'll acknowledge your complaint within one working day.
2. Investigation
A senior team member, independent of your case, will review what happened and respond in full within ten working days.
3. Resolution
We'll explain what we found, what we're doing about it, and what (if anything) we're putting right.
4. Escalation
If you remain unhappy you may escalate to our Director of Member Care, who will respond within a further ten working days.