When can you raise a complaint with us?

Before we can consider your complaint, you must try and resolve your complaint with the Service Provider first. You should get in touch with us if:

  • they haven’t resolved your complaint within 40 working days of them receiving your complaint; or
  • you’re unhappy with their final response which was contained in a letter /e-mail (sometimes called a “deadlock letter”).

Please note that unless there are exceptional circumstances, you must complain to us within 12 months of any final response from the Service Provider.