We're sorry to hear you feel the need to make a complaint.
If we've done something wrong, the first thing to do is tell us and give us a chance to fix it.
The easiest way to tell us something is wrong is through our in-app chat.
You can also email firstname.lastname@example.org including information about the problem, and your contact details.
We’ll acknowledge your complaint promptly and aim to fix it as soon as we can.
We'll keep you informed of progress and answer any of your questions or concerns as openly and honestly as we can.
Should we need to do further investigations, we'll let you know.
Our opening hours are Monday to Friday between 9:00am - 5:00pm (UK time), excluding National Holidays.
Outside of these hours, feel free to leave us a message and we’ll get back to you as soon as we can.
During specific seasons (particularly August and December – January), we have certain “slow down” periods, but we’ll remain on rota so a member of the team can check in and monitor messages.
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