Before escalating your complaint, we require you to have raised a standard query with us via our Contact Form. Escalated complaints should only be in relation to queries where you are unsatisfied by the outcome of your query. Failure to adhere to this will result in the complaint being rejected.

Please note that escalating your query may not result in a change of outcome.

Once submitted, we aim to have responded to your complaint with a final decision within 7 days (excluding bank holidays).