Complaints Procedure

If something has not gone as expected, we will listen carefully and handle your complaint fairly, promptly, and respectfully.

  1. 1

    Submit your complaint

    Contact us with your full name, preferred contact details, and a short summary of what happened. Include any relevant dates or documents so we can review your concern accurately.

  2. 2

    Acknowledgement

    We will confirm receipt of your complaint and explain the next steps, including who is handling your case and how we will keep you updated.

  3. 3

    Review and investigation

    Our team will review the details, check relevant records, and contact you if further information is needed. We treat all information securely and confidentially.

  4. 4

    Final response

    We will send a clear written outcome and any actions we will take. If you remain unhappy, we will explain available next-step escalation options and where independent guidance may apply.

Need help raising your complaint? You can contact our team directly on the Contact page and we will guide you through each step.