Complaint resolution procedures

Complaint resolution procedures

At, we work hard to make sure that things run as smoothly as possible for our customers.

We take complaints very seriously and, if you’re not completely satisfied with the service you have received, we have a formal complaints procedure in place to ensure we address the problem as quickly and efficiently as possible.

If you can’t find what you’re looking for or are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and means we can improve our service to you and our customers in future.

How to get in touch

If you want to make a complaint you can contact us using one of the methods outlined below. Regardless of how you contact us, please make sure you include as much detail as possible, including your name, the name of the business, account number or the telephone number of the service you are making a complaint about

If you can’t raise a complaint yourself, you can ask someone with access to your information to do it on your behalf. If you’d like a free paper copy of the Complaints Code, you can request one at any time. You may also request for a copy in braille, large print or audio CD as required.

By email

Send us an email with the full details of your complaint to [email protected].

By Telephone

From the UK: please call 03300 88 18 18

From abroad: please call +44 3300 88 18 18

Please note, all calls are recorded for quality and training purposes. Calls are free from mobiles (including when roaming), from landlines and from VoIP phones. Calls may be charged from mobiles on other networks.

By Post

Send us a letter with the full details of your complaint to: Complaints Department
3rd Floor
Broadstone Mill
Broadstone Road

or: Complaints Department
2nd Floor, IOMA House
Hope Street
Isle of Man

What we will do

Once we receive your complaint, we will register it on our systems and send you an acknowledgement with a unique reference number that will then be used throughout the process.

We will try and respond to your complaint straight away. However, some issues may need further investigation and a result require extra time. We aim to resolve your complaint within 10 working days, but we will keep you informed if it takes any longer.

If you are still unhappy

You can escalate your complaint to a Team leader at any time if you feel the matter is unresolved and requires further attention. If after they have notified you of their conclusion, you feel you are still not happy, you can escalate the matter further to the Customer Resolution team for a final review.

We can only close your complaint if you have confirmed you are happy that your issue has been satisfactorily resolved. Alternatively, we will also mark your complaint as resolved if you do not respond to us for 28 days or more.

If we are still working on your complaint after eight weeks or we have reached a point where we can no longer help and have reached deadlock, we will point you in the direction of the Ombudsman, who is the Alternative Dispute Resolution Scheme to which we are registered. This service is free of charge and we are bound to comply with the decisions of that scheme.

You can contact the Ombudsman directly at:

Ombudsman Services: Communications
PO Box 730

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600


Email: [email protected]