Complaints Procedure

1. Tell us. If you have an active case, use the secure messages in your portal. Otherwise use the contact form.
2. Acknowledgement. We aim to acknowledge complaints within 3 working days.
3. Review. We will look into the concern and aim to respond in full within 14 days.
4. Retention. While a complaint is open, the relevant case information is kept rather than automatically deleted, so it can be properly considered.

If you remain unhappy about how we handle your personal information, you can contact the Information Commissioner's Office. Your statutory consumer rights are unaffected.