Complaints handling procedure

We aim to offer the highest levels of service to all our customers, but we also know that things can go wrong. If we’ve made a mistake, not done something right or you’re dissatisfied, please let us know straight away so we can fix the issue as quickly as possible.

How to complain to us

By telephone: The quickest way to get your issue resolved is to give us a call on 0333 009 5211. We’ll always aim to deal with a telephone complaint the first time you call us.

Please visit our Contact us page to send us your complaint and we’ll aim to provide you with a response within ten working days from the date we receive your complaint. All our details are at the bottom of the page.

If your complaint is about a disputed debt, we’ll put the debt recovery process on hold until we have let you know the outcome of our investigation. You still need to pay any amount not in dispute whilst we investigate.

What you can expect

Once we’ve received your complaint we’ll give you the name of the person who is investigating it for you and we’ll keep in touch with you on our progress.

Our aim is to reply to you within ten working days of receiving your complaint, although sometimes it can take us longer. If we can’t achieve this, we’ll give you a timescale for our expected response and resolution, which will be within 8 weeks of receiving your complaint.

If we have been at fault, you can expect to receive an explanation, an apology, and an indication of what corrective action is to be taken.

If you are not satisfied with the above, then resolution has not been achieved and you should make this clear to our customer services staff who will escalate this to a Senior Manager to review.

Senior Manager resolution

A Senior Manager will be appointed to review your complaint and carry out a fresh review into what’s happened and how we handled your complaint. They’ll aim to complete this and contact you with a view to reaching a resolution within five working days. If this can’t be done in five days, you’ll be contacted with an update of our position.

Once a resolution is reached and we’re at fault, you can expect to get an explanation, an apology and an indication of what we plan to do to make things right.

If we don’t reach a resolution you should make this clear to our Senior Manager who’ll ensure we register that we have been unable to resolve the complaint on our complaints database. In this situation we’ll advise you that your complaint will need a third party resolution.

Third party resolution

At this stage we’ll write to you formally to let you know we’ve failed to get to a resolution of your complaint, summarising any previous communications and setting out our position. We’ll advise you that a formal position of ‘deadlock’ has been reached and that you should contact a recognised third party “Redress Scheme” if you want to continue pursuing your complaint.

We’re a member of The Ombudsman Redress Scheme and we’ll give you the contact details you need to progress your complaint.

If the Ombudsman determines that we’re at fault, they can tell us to provide an explanation, an apology and an indication of what we plan to do to make things right. They may also decide that financial compensation is appropriate.

Once the Ombudsman has ruled on your complaint, we’ll go along with their requirements and write to you to let you know that the complaint has been resolved and our database has been updated accordingly.

Ombudsman Redress Scheme:

Complaints contact details

If you or your representative want to make a complaint, here’s how to get in touch:

Contact us

Phone: 0333 009 5211 (during working hours 9am – 5pm Mon-Fri excluding bank holidays)


Address: Sophia House, 28 Cathedral Road, Cardiff, CF11 9LJ

Ombudsman Redress Scheme: