Complaints Procedure



We always aim to provide a high standard of care in all our services. Our customers views are important to us and help to ensure that we meet our client’s needs. If you are unhappy with our service we encourage you to contact us.


We aim to handle complaints as quick and efficiently as possible and in a fair and honest way.


We take all complaints seriously and gather as much information as possible to investigate the matter.


All complaints should be registered with us as soon as possible, but no more than 7 workings days form the date of transaction.


How you can make a complaint


If you feel you need to complain to us, you can complain


  • In person
  • By telephone
  • By email
  • By letter


We will acknowledge any complaint within 2 working day and will give you the name of the person handling your complaint.


We will investigate all complaints and keep you informed with the progress of the investigation.


We will aim to have all complaints finalised within 7 working days, unless we agree a different time scale.

COVID-19 Update

Due to COVID-19 all our staff will be following Government guidelines on social distancing and working conditions, and all staff will be wearing PPE. Should you have any question regarding safe practices please don't hesitate to ask.