Complaints
How to complain
If you are unhappy with any part of our service, we want to know. Email [COMPLAINTS_EMAIL] with your case reference, what went wrong, and what you would like us to do about it. Complaining is free and will never affect how we handle your claim.
What happens next
We will acknowledge your complaint within 3 working days. A senior person who was not involved in the day-to-day handling of your case will investigate it, look at your case file and correspondence, and reply to you in writing with what we found and what we will do, including putting things right where we got them wrong.
Timescales
We aim to resolve complaints within 14 days. Complex complaints can take longer, and if we need more time we will tell you why and keep you updated. In every case you will receive our final written response within 8 weeks of your complaint.
Escalation
If you are unhappy with our final response, you can ask for it to be reviewed by a director, and we will tell you in our final response how to do that. Because we are not a regulated law firm, the Legal Ombudsman scheme does not apply to our service. You may be able to take a complaint about our service to court, and complaints about how we handle your personal data can go to the Information Commissioner's Office at ico.org.uk.