Complaints Procedure

Put it in writing to the complaints contact below, or tell any member of the team and ask for it to be raised as a complaint. Include what happened, when, and what you would like us to do about it.

Complaints

To be confirmed

Where to send a complaint.

• We acknowledge your complaint promptly and tell you who is dealing with it.
• We investigate and aim to give you a full written answer within eight weeks. If it is going to take longer, we tell you why and when to expect it.
• Our answer explains what we found, what we are doing about it, and what to do if you disagree.

If your complaint is about a product itself — an energy supplier, insurer or broadband provider — it needs to go to that company, because they hold the contract with you. Tell us anyway. We will point you to the right place and chase on your behalf where we can.

Independent escalation routes depend on the product and on the company's regulatory position, which is being confirmed. We will not name a scheme here until we can confirm it applies. In the meantime, ask us in writing and we will tell you the correct route for your specific complaint.

If your complaint is about how we have handled your information, the data protection page sets out how to raise it and your right to take it to a supervisory authority.