Complaints

Last updated: June 2026

We aim to provide a high standard of service in every engagement. If something has not met your expectations, we want to know so we can put it right.

General complaints

How to make a complaint

Please contact us in writing, setting out:

  • Your name and contact details
  • A clear description of the issue
  • What outcome you are seeking

Send complaints to:

What happens next

  1. Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
  2. Investigation: We will investigate your complaint thoroughly and fairly.
  3. Outcome: We will provide a full written response within 30 calendar days of receiving your complaint. If this is not possible due to complexity, we will write to let you know and give an updated timescale.

If you remain dissatisfied

If you are not satisfied with our response, please let us know and we will review the matter again. If after a second review you remain dissatisfied, we will explain any further options available to you, which may include independent dispute resolution or mediation.

Data protection complaints

If your complaint relates to how we have handled your personal data, please follow the general complaints process above in the first instance.

We will treat data protection complaints with particular urgency and will aim to respond within 30 calendar days, in line with the timeframes set out under UK GDPR.

Your right to complain to the ICO

You also have the right to make a complaint directly to the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection:

  • Website: ico.org.uk/make-a-complaint/
  • Helpline: 0303 123 1113
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would encourage you to contact us first so we have the opportunity to resolve the matter, but you have the right to contact the ICO at any time.

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