How to submit a complaint
If you have come straight to this page when entering our website, to help you get a better understanding of whether we can help you, we strongly recommend you first read our Step by step guide to making a complaint.
By online complaint form
We prefer that you use our online complaint form to submit a complaint to us. It is the most efficient way to submit a complaint and most our customers are happy to use this route.
Our complaint form is designed to give you the best idea of whether it is the right time to complain to us and whether your issue is something we are likely to be able to help you with. It collects the information we need to look at your complaint as quickly as possible. And by using our online form, you help us to keep our limited hours telephone line for people who cannot go online or need extra help to use our service.
Our online form will ask you some brief questions, to try to understand whether we can help now, before getting you to create an account and provide more details. To create an account you will need to verify your details through an email address, and also through an SMS (text message) code the the first time you log in.
By telephone
We appreciate not everyone is able to use our online complaint form. So we have complaints advisors available that can talk to you about the process. Please be aware our advisors are also there to process the majority of complaints that come in through our online system, and their job is to try to help you use the complaint form if you can.
But if you are struggling to use our online form, please visit our contact us page for our telephone number and our current opening hours (note they are limited).
By post
It will take a little longer to reach us, but you can complain to us by post