How to make a complaint

To make an official complaint you should contact the Customer Support, management team. You can do this in any of the following ways:

• Phone: 020 7538 4139 (9am-5pm Monday till Friday)
• Email: [email protected]
• Post: Complaints Manager, Unit 1, 223 East India Dock Road, Poplar, London E14 0ED

We take complaints very seriously, and aim to deal with issues promptly and in a caring and sensitive way. If we make a mistake, we learn from it and make sure it will not happen again.

You can rest assured, we treat you any differently as a result of you making a complaint. All our complaints records are kept confidentially and separately from your treatment file.

In your complaint, you should include how you’d like us to respond back to you. We can send you an email to your account email address, a letter to your home address or call you.

We guarantee the security of all messages sent through your online account. However, if you would prefer us to respond using a different method, such as post, make sure you’re comfortable with the security of such communication.

We will do everything possible to address and resolve any complaints we have received. Please note if a complaint is raised more than 6 months after the transaction, these are difficult for us to resolve.