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We are committed to providing excellent service and handling your personal data responsibly. If you are unsatisfied with any aspect of our service or how we have managed your information, we want to hear about it so we can put things right.

  1. How to Make a Complaint

You can raise a complaint or a data protection concern through any of our accessible channels:

Please provide:

  • Your full name and contact details.
  • Details of your previous correspondence, including any account or reference numbers.
  • A short, clear summary of your concern and specific dates/services involved.

To help us investigate quickly, please state clearly that you are making a complaint and include as much detail as possible (e.g., reference numbers, dates, and the names of any staff you have dealt with).

If you are raising a data protection issue, please briefly describe how your personal data was handled, the type of data involved, and what you believe went wrong. You do not need to use formal legal terms.

  1. Our Complaints Process

We will handle your complaint fairly, promptly, and confidentially. Our procedure includes the following stages:

  • Step 1: Acknowledgement
    We will formally acknowledge receipt of your complaint within 30 days of receiving it.
  • Step 2: Investigation
    We will investigate your concerns without undue delay. If your complaint involves sensitive personal information or a subject access request, we may ask you to verify your identity, or provide authorisation if you are complaining on someone else’s behalf.
  • Step 3: Outcome
    Once our investigation is complete, we will write to you to explain our findings, outline any actions we have taken, and detail our final decision.
  1. Escalation and the ICO

We always strive to resolve complaints internally. However, if you are unhappy with the outcome of your complaint (particularly regarding how we have handled your personal information), you have the right to escalate your concern to the statutory authority in your region.

In the UK, you can escalate data protection complaints directly to the Information Commissioner’s Office (ICO).