Complaints Procedure

Complaint Handling Procedure

We aim to provide all customers with superb service, however we appreciate that sometimes we don’t quite get things right.

When this happens, we see this as an opportunity to improve our service.

Step 1

In the first instance, the best way to get your complaint resolved is to:

call us on:

0161 2505060

write to us: 

113 Fairfield Street, Manchester, M12 6EL


Step 2

We will attempt to contact you upon receipt of your complaint and provide an acknowledgement of your complaint within 3 working days.

Whilst we aim to resolve all complaints immediately, where further investigation is required we will write to you with an update within 4 weeks and a Final Response within 8 weeks of your acknowledgement.

Step 3

Should you remain unhappy with our Final Response, or we are unable to resolve your complaint within 8 weeks, you may refer the matter to the Legal Ombudsman within 6 months of the Final Response date.


Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG


0333 555 1777