We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.
If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.
If the agent helping you is not able to assist please ask to speak to the manager. If the manager is available they will be happy to talk to you to discuss your case. The Manager is available on main working days during business core hours. The manager does however attend meetings and may not be available at that time. If the manager is not available, please provide your contact details to a member of staff and our management team will be in touch. Our aim is to respond to all escalated complaints within 1 hour.