Misunderstandings can often be sorted out on an informal basis so feel free to ring in and have a chat with us. Hopefully we can resolve the problem there and then. However, to make a formal complaint, we would ask you to put all of the information in an email or a letter and send it us marked ‘complaints’ in the email heading or on the envelope.

All complaints will be logged by our central reception team. We will acknowledge your complaint within two to five working days of receiving it. Your complaint will be passed to the relevant department who will respond to you directly. They will investigate and respond to you within 14 days of the date of your acknowledgement was sent.

If, following this procedure, we have still not fully resolved things then you can ask for a further review.