Complaints Procedure

How to complain

If you're unhappy with any aspect of our service, please contact us using the details on our Contact page, including as much detail as possible about your concern.

What happens next

• We will acknowledge your complaint within 24 hours
• We will investigate and respond in full within 48 hours
• If your complaint concerns a professional partner rather than us directly, we will direct you to their own complaints process

If you're not satisfied

If you remain unhappy after our final response, you may be able to refer your complaint to an appropriate body, depending on the nature of the issue. You may also be able to raise your complaint with the relevant regulator or ombudsman for the professional partner involved, or with the Information Commissioner’s Office (ico.org.uk) for data protection matters.