We ask that you contact a member of our customer service team. Use the Contact Us page to raise your issue with the customer service team. A customer service adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue. If the complaint can't be dealt with by the customer service department they will transfer your complaint to the appropriate department.

In most cases, no further action will be necessary. However, if the advisor is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's team leader, who will contact you within one hour and undertake further investigation. The team leader will then report back to you within 2 working days.

If you are not satisfied with the resolution or explanation provided you can make a further written complaint to the relevant department's manager who will respond in writing within 14 working days of receipt.

If you are not satisfied with the department manager's response you should make a further written complaint to the corresponding Operations Manager or Financial Controller who will respond in writing within 14 working days of receipt.

In the event that all the above procedures have been followed and completed without getting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 21 working days of receipt.

If you are not satisfied with the terms of any proposed resolution or explanation contained in the reply, you will have the option of raising a case with CISAS (Communications and Internet Services Adjudication Scheme) who will act as independent arbitrator.

To initiate this procedure, you should contact CISAS directly as per the details below:

CISAS c/o The Chartered Institute of Arbitrators, 12 Bloomsbury Square, London, WC1A 2LP.

Telephone: 0207421 7444  | Fax: 0207404 4023 | E-mail: cisas@arbitrators.org.uk