Complaints procedure

How to make a complaint and how we deal with them.

We want to provide all our customers with the highest standards of service. If things do go wrong, we want to put them right as soon as we can. We have systems designed to do that, and these are set out below.

How to make a complaint

If you have a complaint about the support we are offering or the service we are providing, you can complain by sending us an email or by calling our customer service number.

Contact our customer service team. Call 020 7271 8010 or email

Our helpline is open from 9am to 5pm.

What happens next

We aim to provide a swift and effective remedy when something has gone wrong and tell you what steps are being taken so that the same problem doesn’t occur again. We will investigate and provide a full explanation within 20 working days of receiving your complaint, and often much sooner than that.

If we cannot give you a full reply within that time, we will explain why we cannot do so, what we are doing and when you can expect a full reply.

What to do if you’re not satisfied

If your problem has not been resolved to your satisfaction, you can request an internal review by contacting our Complaints Manager at

If you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman.

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations.

Their service is free for everyone. To take a complaint to the Ombudsman, go to or call 0345 015 4033


We monitor all complaints as part of our effort to improve our service to you. While we will deal with all complaints on a confidential basis, we will publish externally what we are doing to bring about improvements as a result of any suggestions or complaints made.