Complaint Handling Process

We take complaints very seriously and provide a fair, transparent, and helpful process.

Stages :

1. If you have a complaint please contact us at: [email protected]
2. We will acknowledge receipt of your complaint.
3. We will assign a complaint handler who will contact you directly, so you’ll know who’s diligently working on your complaint.
4. If our complaint handler has any questions they may ask for a phone number to clarify aspects over a phone call and thereby speed-up the process. Providing a phone number is optional, and you can refuse if you do not wish to discuss over the phone.
5. Our complaint handler will inform you of the outcome of their investigation by email.

We aim to complete investigations on each complaint within 8 weeks of your initial contact.

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