Complaints Procedure

We always aim to provide a quality, high standard service to our customers. In the unlikely event that you feel we have not provided the level of service you expect, we have defined a clear procedure to ensure all complaints are investigated thoroughly and quickly. This procedure is available to all customers, as outlined below.

Initial report

In the first instance, please contact our Customer Support team by emailing A member of staff will investigate thoroughly and resolve the issue directly, if possible.

Unsatisfactory resolution

In most cases no further action will be necessary - hopefully our Customer Service agent will have been able to resolve the issue to your complete satisfaction. If for any reason this isn't the case, your complaint will be escalated to the Customer Service Manager who will contact you within 2 working days, and investigate further. You will receive a response to this investigation within 5 working days.

If you still aren't satisfied

In the event that the above procedures have been followed and you are still unsatisfied with our response, your complaint will be escalated to the Managing Director who will review the situation and provide a final decision, in writing, within 30 days of receipt.