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Complaints Procedure

We are committed to providing an excellent level of service and care to all of our customers and partners. We are aware that on occasions, things may not go according to plan and you may feel that we have not lived up to the standards you expect from us. If this does occur, we encourage all of our members to send us feedback on their experiences when using the platform.

You can easily send us your feedback by contacting us by email, telephone or post. All these contact details and your rights can be found below or on our contact us page.

We respect your feedback and right to lodge a complaint. We will respond to confirm acknowledgement of all complaints within 3 working days.

We aim to respond to all complaints in a prompt, consistent and fair manner.

If it has been possible for us to resolve the complaint to your satisfaction, a summary resolution will be sent within 3 working days confirming how it was resolved.

Your complaint will be investigated by an appropriately trained member of staff who is not directly involved in your complaint. This member of staff will have the authority to settle your complaint or quickly identify and escalate the complaint to an appropriate representative.

If for whatever reason we are unable to settle your complaint within 4 weeks of receipt, we will ensure that you are notified as to why it has been delayed and inform you of a target resolution date.

If after 8 weeks of receipt of the complaint we have not resolved your complaint, we will contact you in writing to explain why your complaint has not yet been resolved and advise you as to when we expect to resolve it or make further contact.

In our final response to you we will inform you as to our findings and where appropriate detail what action has been taken to prevent a similar occurrence. We will fully address the subject of your complaint and where your complaint is upheld, we will offer a resolution that is consistent with treating all our customers fairly.

You may contact us at any time whilst we are dealing with your complaint and we will endeavour to always have a member of staff available to help you.

If you are dissatisfied with our final response, you may either ask us to reconsider our findings/ solution or take your complaint further to a relevant ombudsman or redress scheme.

Email: [email protected]
Tel: 0333 123 1330

All postal correspondence should be sent to:

Capital House, 6 Webster Court, Westbrook, Warrington, WA5 8WD.