We take customer experience and feedback very seriously and aim to maintain very high levels of service at all times. But occasionally you may feel that our service has not met your expectations and you want to raise this with us.
You can send your complaint or an expression of dissatisfaction to the following address:
143 New Bond Street
020 3657 1900
We aim to resolve all complaints in a timely manner and propose a mutually acceptable solution promptly.
If you decide to write to us, we will send you a written acknowledgement within five working days of receiving your complaint.
We will fully investigate and send you a detailed response (‘final response’) within eight weeks of receiving your complaint.
In order for us to conduct our investigations thoroughly please include as much information as possible in your complaint.
Once we have all the necessary information, we will consider the complaint fairly and impartially before notifying you of our decision in writing. You may accept our decision or reject it. If you reject it, we will revisit your complaint in light of any additional information. If you do not respond, we will treat your complaint as closed. In the unlikely event that no response is provided by us within the eight week period, we will write to you again explaining why.