If you are unhappy with our service, please speak to your Sales Consultant in the first instance. They can normally sort out problems quickly and efficiently for you.
If there is still problem, please let us know. We will ask you how you would like us to contact you and let you know within five working days who is dealing with your complaint. They may ask relevant members of the team to help them to investigate.
You should ask us to look into why you are still not happy. A senior manager will investigate your complaint. They will reply to you within 10 working days, and we will confirm our reply in a letter.
Your appeal will be considered by a panel of three people, including representatives of our board of management. They will hear your appeal within 20 working days of you telling us why you were unhappy with our reply at stage two.
You do not have to attend the appeal panel’s meeting. But if you want to, you or your representative are welcome to attend if you let us know in advance.