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We work really hard to bring you an experience that positively exceeds your expectations at all times. If you’re feeling dissatisfied about any part of your experience, then you can contact us to make a complaint. We have set out below our complaints procedure and details about how to make a complaint.
If you want to make a complaint, then you can contact us by:
and please include your username, full details of your complaint and details of how you would like us to resolve your complaint. Please note we will never ask you for your password.
The following sets out our complaints handling procedure on receipt of a complaint from you:
We will acknowledge receipt of any complaint within 7 working hours of receipt (working hours being between 8am – 7pm, Monday to Friday, excluding any bank holidays in the UK), confirming which category of complaint we have assigned to it and also providing a reference number and dedicated contact details for your records and ours.
If you have made your complaint over our livechat facility, we will take a transcript of the record and use that as a written record of your complaint, unless you tell us that you prefer us not to do so. If you ask us not to do this, we will request that you instead set out your complaint in writing (by email is fine), so that we can be confident that we have all the facts we need, to proceed with considering and dealing with your complaint.
If you have made your complaint to us over the phone or in person, we will confirm to you our understanding of the reasons for your complaint and ask you to advise us if you do not agree, or if we have inadvertently missed out or misunderstood any of your concerns. Once we have your confirmation that this account is correct, we will proceed to deal with your complaint.
The following sets out how we will investigate any complaint received from you: