Complaints process

Even when an organisation such as ours is committed to providing excellent service, things can go wrong. If you wish to make a complaint about any aspect of our service, our aim will be to resolve it as quickly as possible.

We guarantee that:

• Your complaint will be dealt with diligently, fairly and speedily
• It will be investigated impartially and independently of the person(s) against whom the complaint has been made
• You can make your complaint in any medium you prefer by contacting your local office.

If we are unable to resolve your complaint within 24-hours, we will acknowledge your complaint in writing and advise you of the name, position and contact details of the person responsible for investigating it. We will aim to provide you with a final response within ten working days, or earlier if required by your insurers. If this is not possible, we will advise you of the reasons for the delay and provide you with a date by when we will be able to issue a final response.

For further details of our Complaints process please contact your local office.