Complaints Procedure

We aim to always provide a high-quality service, but occasionally mistakes do happen. If for any reason you are unhappy with our service, we would like you to tell us, so that we can try to put things right.

You can contact us at:

Head Office

Unit 81 Roman Way Industrial Estate



Tel: 01772 693777


In order to resolve your complaint, it would be helpful to us if you could:

  1. Set out the details of your complaint, and how you would like us to resolve it.
  2. Provide your Account Number and if applicable, Site Number.
  3. Let us know if you want us to call you or if you would prefer, we respond by post or email.

We aim to respond to all complaints within 5 working days and we may be required to issue a final response to you in writing. Complex cases may take longer to resolve, but we will keep you updated with progress.

In the event we are unable to resolve your complaint with us and we have issued you with our final response, you may be able to approach the Financial Ombudsman Service.