Complaints

6.1. We endeavour to respond to all correspondence, including complaints, within a maximum of 24 hours from receipt. All complaints must be made in writing; our telephone staff are not authorised to handle such matters. Complaints may be made by post, fax or email, except in cases where a client’s account has been terminated as a result of abusive conduct, in which case the associated email address(es) will also have been barred/blocked and complaints can only be received by post or fax.

6.2. Should a complaint not be resolved to a client's satisfaction, we welcome arbitration from a respected and mutually agreed independent third party such as "Which?"