If something hasn’t met your expectations, we want to know. We are committed to handling concerns fairly, respectfully, and transparently.

You can contact us:

•In person

•By email

•In writing

•Acknowledge your complaint within 3 working days

•Investigate thoroughly and fairly

•Respond in writing within 28 working days where possible

•Offer a clear explanation and apology if appropriate

If you remain dissatisfied, we will guide you on how to escalate your complaint to the relevant regulator.

Your feedback helps us continually improve the safety and quality of our service.