Complaints Procedure



Step-by-step complaints procedure


If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible.

However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right. We want to: –

  • Make it easy for you to tell us what went wrong;
  • – Give your complaint the attention it deserves;
  • – Resolve your complaint fairly without delay; and
  • – Make sure you are satisfied with how your complaint was resolved.


How and where to complain If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:


 In writing – write to us and address your letter to After Care.

By telephone – call us on 0203 865 9388 during our office hours.

By email –


How long will it take?

We aim to resolve your complaint straight away, but if we can’t, then we will write to you within five business days to tell you:

Complaints Handling Procedure – Why we have not resolved your complaint; – Who is dealing with your complaint; and – When we will contact you again.


We will aim to resolve your complaint quickly but it may take longer if it is complex.


We will keep you informed on a regular basis but if you need an update, please call us on 0203 865 9388 and ask to speak to the person handling your complaint.


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