Complaints Policy

Our Complaints procedure

We are committed to delivering world-class services to the highest standard and should you have any tips for us how we could improve, we would love to hear from you. We would also like to hear from you should something go wrong with your experience with us. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to make amends

If you would like to give us your feedback:

Please email us on [email protected] with your comment. We will acknowledge your email and forward your comment to the relevant department.

If you have a complaint:

Please email us on [email protected], providing as much detail as you can.

Step 1. Please email [email protected] with your name, email address and details of the complaint referencing any contract or invoice numbers

Step 2. We will acknowledge your email from our customer care team within three days of receipt.

Step 3. Our customer care team will assess your complaint. They may need to refer back to you for further evidence and information. This will be done to the email address we have on file for you. We endeavour to respond after investigation within 14 working days from initial complaint* We reserve the right to extend this timeframe if necessary and will notify you in writing if we intend to do so.

Step 4. We will respond with our findings to our investigation via email to your email address on file.

Step 5. You will have 14 days to respond to our findings and resolution.

Step 6. If you are unsatisfied with our resolution and findings please email [email protected] with your response and we will escalate the case to a senior management team member who will inform you of our final position within 14 days.