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Complaints Handling Procedures

If you have a compliment or a complaint we want to hear about it. Please go to our contact page where you will be asked to complete our feedback form with your details and the relevant information.

We listen to our customers. You can trust that we take your feedback onboard. We take pride in what you think we do well, and we learn from what you think we could do better.

If you want to commend one of our agents, please let us know. We take your words, pass them on to the agent and our leadership team so that good work is celebrated.

If you feel we haven't delivered on what we promised, let us know and we'll start an investigation for you. We take all concerns seriously and every complaint is fully investigated by liaising with the agent in question and we will let you know what we're doing about your complaint as soon as possible.

Although every effort will be made to resolve your issue, if we are unsuccessful, you may wish to take the matter to your local complaint handling body.