Complaints
We want every client to feel well looked after. If something has gone wrong, or you are unhappy with any part of our service, please tell us. We will listen, look into it properly and do our best to put it right.
How to tell us
- If you are a client: send a message from your account. It goes straight to the person looking after your plan, and everything stays on your record.
- If you are not a client, or would rather not use your account: use our Contact page, or reply to any email we have sent you.
Please tell us your name, your reference number if you have one, what went wrong and what you would like us to do. If you need help making your complaint, or would like us to communicate in a different way, just let us know.
What happens next
- Within 3 working days, we will acknowledge your complaint and tell you who is looking into it.
- Within 15 working days of acknowledging it, we will send you our full response in writing, explaining what we found and what we will do. If we need more time, we will tell you why and when to expect our response.
- If you are not happy with our response, tell us within 30 days and a director of the company, who was not involved, will review it. We will send you their final response in writing within 15 working days.
Making a complaint will never affect how we treat you or your plan.
If we cannot resolve it
If you are still unhappy after our final response, you can:
- contact the Citizens Advice consumer helpline for free, impartial advice on 0808 223 1133;
- take independent legal advice about your options;
- make a claim through the small claims track of the County Court, which is designed for people to use without a lawyer.
If your complaint is about how we have handled your personal information, you can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
Learning from complaints
We record every complaint and review them regularly, so we can fix the cause and improve our service for everyone.