Complaints policy.
Last updated 09.2026
Draft for review. This text must be reviewed and approved before publication.
Our commitment
We want to hear when something has gone wrong, and we aim to put it right quickly.
How to make a complaint
Email us with your name, the service involved and what happened. You can also call either office.
What happens next
We acknowledge complaints within two business days and aim to resolve them within fifteen business days, keeping you updated in writing.
If you’re not satisfied
If you are not satisfied with our response, you may refer the matter to the relevant external body in your country.