How to complain
If you have a complaint about our services or processes, the first step is to complain to us directly. We have an internal complaints process which you can use to try to resolve your complaint.
Your rights when complaining
When you place a formal complaint, we will
- acknowledge your complaint within 5 business days
- respond to your complaint within 10 business days
- advise you of your right to take the complaint to an independent, external disputes resolution scheme if we are unable to resolve your complaint within 2 months.