Service complaints


We always want to provide the highest level of customer service to our consumers and accredited businesses – no matter what the outcome of the case.

As such, if you believe that the service provided has fallen short of your expectations, please let us know. Some examples might be:

  • There have been delays with your complaint
  • You haven’t been kept updated with progress
  • Member(s) of staff have communicated with you inappropriately

If you’re not satisfied with how we’ve dealt with your case,  the first step is to let us know what’s happened. It’s helpful for us to have your concerns in writing but we’re also happy to discuss things over the phone. You can do so at any point whilst we’re handling the complaint, or within three months of the complaint being closed.

If you are not happy with how your complaint has been handled

In the first instance, please get in touch with the person dealing with your complaint. They will then respond and escalate it  to their manager if necessary. and most of the time, they’ll be able to get things sorted for you.

If you’re still unhappy with how your complaint has been dealt with

You can then complain to the Senior Ombudsman. They will conduct an investigation into what’s happened and, if needs be, let you know what we’re going to do to put things right. The Senior Ombudsman aims to complete their investigations and respond to you within 15 working days.

If you have a service complaint that you’ve not been able to resolve, please email us on:

Please note that the complaints process is only to look at the service provided to you, and it’s not an appeals process to change any decision reached or any action taken on your complaint.

For further information about service complaints and how to appeal an outcome, please read our fact sheet.