How to make a complaint
We genuinely care about your experience and strive to ensure you are always satisfied with our service. If you have any concerns, we treat any expression of dissatisfaction as a complaint. You can raise your complaint with any member of our team via email or live chat. We will collect some details to locate your information in our system, which will help us investigate your complaint thoroughly.
How do we handle your complaint?
Our team is committed to resolving your complaint promptly and satisfactorily. If we cannot address your concern to your satisfaction immediately, we will escalate it following our complaints policy. A senior team member will review your complaint, and we will acknowledge it within one business day. We aim to provide a full written response within three working days. If more time is needed, we will keep you informed throughout the process.
What if you are not satisfied with our response?
If we are unable to resolve your complaint to your satisfaction, we will guide you on how to escalate your concern to the appropriate regulators.
Continuous improvement
We review all feedback we receive and are constantly seeking ways to improve our service. Your feedback is invaluable in helping us enhance our offerings and ensure the highest level of customer satisfaction. Your satisfaction is our priority, and we are here to support you every step of the way.