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Complaints

We aim to get things right first time, but if something's gone wrong, we want to know about it and put it right.

Our complaints procedure

  1. We'll acknowledge your complaint within 3 working days.
  2. A member of our team will investigate and keep you updated on progress.
  3. We'll send you a final response, in writing, within 8 weeks of receiving your complaint.
  4. If your complaint relates to finance or insurance we've arranged and you're not satisfied with our final response (or 8 weeks have passed), you can refer it free of charge to the Financial Ombudsman Service.