We aim to provide exceptional levels of customer care and service. If we fail to meet your expectations or you believe a member of our team has not acted professionally, please let us know.
We view a complaint as an opportunity to learn and improve for the future, as well as a chance to put things right.
How to lodge your complaint
We ask that you submit your complaint in writing. To help you include all the information our team will need to investigate your complaint, you can use our Customer Complaint Form (click here to download).
Written complaint letters, or completed Customer Complaint Forms, can be sent via:
FAO: Complaints Officer
PO Box 58
What happens next?
When we receive your complaint our Customer Care team will record the details of the complaint and send you an acknowledgement within 2 working days, before commencing their investigation. We will try to resolve your complaint within 10 working days of receipt. However, if we need to conduct more thorough investigations we will notify you by letter or by telephone explaining the reasons for the delay, and when you should receive a response.
If you need some independent advice or assistance with your complaint, please click here for information about where to get help.