Complaint Management

We endeavour to ensure our support team can handle all your enquiries and you are happy with our level of service but if you feel your expectations have not been met then we want to know so that we can put it right as soon as possible.

If you have a complaint:

Please telephone our support team on 0345 337 3838. We will ask you details about your complaint and do our best to resolve it as soon as you contact us. If this is not possible, we will agree a course of action with you.

You can also send your complaint in writing to us via email to

Taking your complaint further:

If you are not satisfied with your complaint resolution you can escalate your complaint. In the first instance the complaint can be escalated to the Team Leader at

If you have spoken to the Team Leader and you are still not satisfied, then you can contact the Operations & Client Manager who will carry out a review of your complaint and provide you with an outcome within five working days. If after the response you are still not satisfied, then please contact the Managing Director.

There may be an occasion where we cannot resolve the problem and we will write to you to advise you of this.

We are part of an ADR scheme and so if your initial complaint cannot be resolved and you wish to contact an independent middleman then please follow this link on how to contact them – . Alternatively, you can contact them on 0330 4401614 or write to them at: Ombudsman Service, Communications, PO Box 730, Warrington, WA4 6WU.

If you are still unhappy and wish to pursue your complaint further you may wish to refer to Ofcom at Riverside House, 2a Southwark Bridge Road, London, SE1 9HA.