We always promise to acknowledge your query as soon as possible, this will be instantly via the phone or LiveChat and within 2 hours if you get in touch via email or our website. We aim to have all queries resolved with 48 hours but if you need to make a claim, this could take up to 14 days (although claims are very rare due to our adherence to industry operating procedures). No matter what, we'll always tell you if there are any delays and when you can expect a resolution.
If you have any questions at all about our complaints handling process, please get in touch with your local service centre
or call our customer care team on the above phone number and email address.