Our complaints policy

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We want to get things right for you. We understand that sometimes things can go wrong, and you may need to tell us about it.

If your complaint is complicated or we need more information to give you a full reply, we’ll get back to you as soon as we can after we’ve looked into it properly. In the meantime, we’ll keep in touch to let you know when to expect a response and how things are going.

Our complaints process is designed to:
• Put customers first, be easy to find, well explained and simple to use
• Make sure every complaint is fully and fairly looked into
• Work alongside our Service Quality Report
• Keep your information private, in line with the Data Protection Act and the UK GDPR where relevant
• Help us learn from complaints by sharing issues with our senior managers so they can make plans to fix problems and improve things for you and other customers

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If your complaint is complicated or we need more details to reply properly, we’ll get back to you as soon as we’ve finished looking into it. While we’re working on it, we’ll stay in touch with updates and let you know when to expect a full response.

We always try to meet our response targets, but in rare cases—like during a major disruption—it may take a bit longer. If that happens, we’ll let you know by email.