Complaints

How to raise a complaint

If you are unhappy with any part of our service, please tell us so we can put it right. Email [email protected] with the details — what happened, when, and how you would like it resolved — or message us on WhatsApp.

What happens next

We will acknowledge your complaint within three working days and give you the name of the person handling it. We will look into it fully and give you a written response within fourteen working days. If we need longer to investigate, we will tell you why and agree a new date with you.

If you are still not satisfied

If we cannot resolve things between us, you can refer your complaint to our professional body for independent review. We will give you their current contact details on request so you can take it further.