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We always try our best, but sometimes things can go wrong. We’re often able to resolve problems if you get in touch, but if you’re still unhappy then we want to hear from you.

If we made a mistake then we’ll apologise and usually do one or more of the following:

  • Let you know what we’re going to do to put things right, and when that should happen.
  • Explain why things didn’t go right.
  • Tell you about something we’ll do differently from now on – thanks to you letting us know.

This page contains a summary of the complaints procedure, for more detailed information please read our full Complaints Policy.