Making a complaint

We know that sometimes things can go wrong. Our number one priority is to provide you with the highest level of customer service. If there’s a problem please let us know and we’ll try to provide a solution as quickly as possible.

We can usually resolve most issues straightaway. If it takes longer we’ll contact you to let you know who will be dealing with it and what the next steps are.

After looking into your complaint we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know.

You can contact us in the usual way, including by phone, letter or email, and if you have access to MyAccount by secure message. Relevant information should be in letters and documents you’ve received. Otherwise please see Contact us to find the relevant contact details for you.

You may also contact us on the details below:

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

We’ll treat you as an individual and with consideration.

We want all our customers to be able to access our services equally.

Please let us know if you need any reasonable adjustments to be considered to help you with your complaint. Examples include, providing documents in larger print or communicating by telephone in addition to writing.

We’ll empathise with your concerns and respond quickly.

We know your time is valuable, so we won’t waste it.

The person you speak to will be able to help with your complaint.

We give our people the support they need to do their job to resolve your complaint and if they can’t resolve it, they’ll take ownership and find someone who can.

We only make promises we can keep.

If you feel we haven’t, please tell us.

We’ll do everything we can do to resolve your complaint.

We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.

We want you to tell us what you think.

We’ll aim to learn from what you tell us and take action to put things right.