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What happens when my complaint is logged?

Once your complaint is logged, it will be assigned to a member of our team.

Depending on your complaint, we may have to investigate your comments further with our internal departments or our suppliers, to ensure that we follow up with your complaint correctly and make sure the relevant people are aware of any issues you may have faced. If we do need to investigate, we allow a certain amount of time to receive these comments.

Once we have received all the relevant information, we will issue you with a full response, which will address the points you have raised, detail the necessary investigations we have carried out and any action taken, and offer you a resolution to your complaint.

We aim to contact you on a like for like basis – so if you have written to us, we will contact you by letter, and if you’ve emailed us, we’ll email you a response. Please note, where we can, we will always email your personal email address, rather than automated complaint handling tools such as Resolver.