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Have we let you down?

We aim to provide an excellent service in every single case - but from time to time, things might not go as planned. We take all complaints very seriously and will endeavour to resolve them quickly in every case.

Who should I contact?

  • Our Member Service agents are in the best position to resolve your issues and they should be the first person you contact. Our agents will respond to you within a maximum of 24 hours. You can contact them by clicking the 'Contact an agent' button below.
  • If you have already contacted our Member Service agents and still feel that your issue has not been solved to your satisfaction then please contact us by making a complaint. You can do this by clicking on the 'Make a complaint' button below.

Our Member Relations team will look into your complaint and if necessary, we will get in touch with you for further information. The points you raise will be investigated fully and the details of your complaint will be carefully reviewed.

If appropriate, we will also tell you what steps we will take to address the situation - and what steps we will take to ensure it does not happen again.

Not raised a case?

If this is the first time you are reporting this issue, please contact one of our lovely Member Services agents (who will respond within 24 hours).

Contact an agent

Already raised a case?

If you have already raised this issue and still feel it is unresolved you can make a complaint (you will have a response within 5 business days).

Make a complaint