We are committed to resolving any concerns fairly and promptly. This page explains how you can raise a complaint and the alternative dispute resolution (ADR) options available to you if a matter cannot be resolved directly with us.

1. Raising a Complaint With Us

If you are unhappy with any aspect of our service, please contact us first at [email address] or [phone number]. We will acknowledge your complaint and aim to provide a full response within [number] working days.

2. What Is Alternative Dispute Resolution?

Alternative dispute resolution is a way of settling disputes between consumers and businesses without going to court, typically through mediation or arbitration by an independent body. It is often faster, simpler, and less costly than legal proceedings.

3. Authorised Dispute Resolution Entity

In accordance with applicable consumer law, where a dispute cannot be resolved directly, you may refer the matter to the following authorised entity:

• Entity: [name of authorised ADR / consumer arbitration centre]
• Address: [address]
• Website: [website URL]
• Email / Phone: [email address] / [phone number]

4. Online Dispute Resolution (EU)

If you are a consumer resident in the European Union, you may also submit your complaint through the European Commission’s Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr.

5. Participation