Feedback about us

This page explains how you can give us feedback about the way we dealt with you and your complaint.

Man looking at feedback scores

We handle thousands of complaints each year, and we want to give everyone the opportunity to feedback on the service and decision they receive from us.

We hope that most people will be satisfied with the contact they have with us. We recognise, however, that a small number of people will not be happy with the decision we make on their complaint or with the way we handle it.

Regardless of what you want to tell us about the service or decision, we have a Customer Care team to discuss your feedback. We are committed to learning and improving as a result of the feedback we receive.

How and when should I give you feedback?

You can give us feedback at any time during our handling of your complaint. It is probably best to discuss any problems with the person who is dealing with your case but, if you would prefer to, you can call our Customer Care team on 0345 015 4033 choosing option 3 or by e-mailing

If you are unhappy with the decision we made on your complaint, we need you to tell us why. You will need to show us that

  • we made our decision based on inaccurate facts that could change our decision
  • you have new and relevant information that was not previously available and which might change our decision
  • we overlooked or misunderstood parts of your complaint or did not take account of relevant information, which could change our decision.

We ask you to tell us this within three months of when we sent you our decision on your original complaint.

You can do this by using this form or by contacting us on 0345 015 4033 choosing option 3.


If you think there is something we have done well, we would like to hear from you. If you would like to tell us about your experience, please contact us on 0345 015 4033 choosing option 3 or send us feedback using this form.