Making a complaint
Occasionally we do not get things right and our service falls short of the high standards to which you are entitled. We take all complaints very seriously and investigate each one promptly and fairly. If you have experienced poor service, please do tell us so we can deal with your concerns as soon as possible.
This complaints policy explains what you need to do if you want to make a complaint, and what you can expect from us.
How to complain
Please call +44 (0) 208 996 5057 between 8.30am and 5.30pm Monday to Friday, except bank holidays. The person you speak to will give their name so you have a point of contact.
Please send your email to firstname.lastname@example.org
Please write to Gable House, 18-24 Turnham Green Terrace, Chiswick, London, W4 1QP.
To help us to help you
To help us deal with your complaint more effectively please:
What happens next?
If you telephone us, we may be able to resolve your complaint straight away. Otherwise, and always if you write to us, we will send you a letter acknowledging your complaint within five working days of receiving it.
If you have not heard from us within seven working days of the day when you think we should have received your complaint, please call us on the above number to check whether we have received it.
After we have investigated your complaint, we will write to you explaining the outcome.