If you are unhappy or concerned about any aspect of our service, you can choose one of these options:
We will respond to email or contact made through this website within three working days.
We will respond to written correspondence within 10 working days.
If you are still unhappy with the result, or you believe we have breached a duty or obligation owed to you, you may wish to move to Step 2. Read our complaints management policy here.
If you have a specific complaint and are not happy with our response, you may wish to discuss mediation or arbitration with us. If both parties agree to proceed with mediation or arbitration, we will usually share any costs involved.
If mediation or arbitration is not acceptable to either party or if we cannot agree that there is a genuine basis for complaint, you can advance the matter through a more formal process.
If we have been unable to work together to satisfactorily resolve a dispute, you have the option to raise your complaint using the services below. These are impartial entities and will investigate to make a final ruling.
If there is a payment or outstanding balance on an account relating to a genuine dispute involving a specific breach of obligations or duties we will, while the dispute is being considered, freeze the disputed amount. This means that we will not seek any further collection or charge any interest on the disputed amount while we investigate the matter.