This Policy lets you know how to go about making a complaint and how to take it further if you need to. We aim to give you the best customer service possible. Nevertheless, we understand there will be times when mistakes occur.  We can resolve complaints by telephone, email or by post, whatever you would prefer. We aim to respond to all complaints within 15 days. There are 3 easy ways to get in touch.


By phone


Please call us on 01473 350 725, We will try our best to resolve your complaint during your initial phone call. However, where this is not possible, we will agree on a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint.


By email


Please send your email to and allow up to 48hours for a reply.


By post


If you would prefer to send us a letter, you can write to us at:




50 Princes Street




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