Before we can consider your complaint, you must try and resolve your complaint with the Service Provider. You should get in touch with us if:
- they haven’t resolved your complaint within 40 working days of them receiving it; 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.