You will shortly receive an email acknowledging your submission along with a case reference, if you don't get this within 24 hours please resubmit your query.
Getting back to you
We aim to respond to your query within 10 working days. However during really busy times we may not reply as quickly, and it can take up to 20 days.
We prioritise responses in order of the date we receive them, we are currently processing:
- complaint emails - 14 June 2017
- complaint letters & comment forms - 13 June 2017
- complex complaints - 16 June 2017
- refund requests - 13 June 2017
- Delay Repay (paper forms) - 08 June 2017
- Delay Repay (website & app forms) - 07 June 2017
If you need to speak to us straight away please call us