Complaints Procedure

Complaints procedure. 1. Raise it with support — Open a ticket in the Support Center or contact us using any channel on the Get in Touch page. Include your account email and any relevant references. 2. Acknowledgement — We acknowledge every complaint and give it a reference number so you can track it. 3. Investigation — We review the account records, audit trail and correspondence relating to the issue. 4. Outcome — We respond with our findings and, where something has gone wrong, what we will do to put it right. 5. Escalation — If you are not satisfied with the outcome, you can ask for the complaint to be reviewed again by a senior member of the team.