Complaints Policy

Our Commitment

We take all complaints seriously and aim to resolve them promptly and fairly. If something has gone wrong, please let us know and we will do our best to put it right.

How to Raise a Complaint

Please contact us with a clear description of your concern. Include as much detail as you can — what happened, when, and what outcome you are looking for.

What Happens Next

• We will acknowledge your complaint within 5 business days.
• We will investigate and provide a full response within 10 business days. For complex issues we may need longer and will keep you informed.
• If you are not satisfied with our response you may escalate to the relevant regulatory body or seek independent legal advice.