Complaints Process

We take complaints seriously and aim to resolve them promptly and fairly. If you are dissatisfied with any aspect of our service, please follow the steps below.

Step 1 — Tell us

Contact us through our Contact page with the details of your concern. We will acknowledge your complaint within two working days.

Step 2 — Investigation

A senior member of the team will investigate your complaint and respond in full within ten working days. If we need longer, we will tell you why and give you a revised timescale.

Step 3 — Escalation

If you are not satisfied with our response, you may escalate the matter to the relevant trade body or alternative dispute resolution scheme. We will provide details of the appropriate scheme once verified accreditations and memberships are confirmed.