Feedback about our service

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 satisfied with the decision we make on their complaint or with the way we handled it.

Regardless of what you want to tell us about our 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 email Or you can feedback using this form.

Do you think we made the wrong decision?

Our decisions are final and there is no automatic right to have a review, but we will consider whether to review our decision if we have got something wrong. To do this you will need to show us that:

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

You can do this by calling our Customer Care team on 0345 015 4033 (choosing option 3) or emailing

We ask you to tell us as soon as possible after you receive our decision why you think we have got it wrong. We only keep information about your complaint for 12 months after we gave you a decision and so after this time we may not be able to consider any further information or review our decision.


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.