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Complaints

Make or track a complaint.

Tell us what went wrong. We aim to acknowledge complaints within 3 business days and will explain the next steps and expected review time.

What is your complaint about? *

0/50 characters minimum

By submitting, you agree to our complaints handling process. We aim to acknowledge your submission within 3 business days.

What happens next

  1. We acknowledge it

    Successful online submissions receive a reference number. We aim to acknowledge your complaint within 3 business days.

  2. We review what happened

    We look into your complaint and may ask for more information. We will keep you updated on progress.

  3. We explain the outcome

    We explain our findings, any remedy offered and your review options. Timing depends on the case.

Common questions

Not satisfied with the outcome?

Ask for a review

Within 14 days of our response, you can request a review at [email protected]. Include your reference number. We aim to assign it to a senior team member who was not involved in the original decision and will tell you the expected review time.

Seek independent advice

You may wish to seek independent legal advice or use an alternative dispute resolution service available in your region. We can provide documentation to support this process.