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Your Right to Complain

You have the right to express concerns or complaints about the services you receive from us or the charges we have applied. If you feel dissatisfied in any way, we encourage you to let us know so we can address the issue promptly.

How to Make a Complaint

  • Point of Contact: Your complaints should be directed to our designated point of contact for complaints:

  • Christopher Dias

  • Email:

Ways to Complain: You can lodge your complaint in writing via emai or letter. We strive to make our complaints process accessible to everyone, including those with special needs or requirements. If you encounter any difficulties in bringing your complaint to us, please inform us how we can assist you.

Complaints Process

  1. Acknowledgment: Upon receiving your written complaint, we will send you an acknowledgment within 3 working days, providing you with the details of who is handling your case.

  2. Investigation: Your complaint will be thoroughly investigated by a staff member or, if necessary, by a more senior team member to ensure an objective viewpoint. We aim to complete this investigation within 14 working days.

  3. Resolution: After the investigation, we will contact you to discuss the outcome and propose a resolution. We aim to resolve all complaints to your satisfaction within 8 weeks from the date the complaint was initially raised.

  4. Final Response: If the complaint cannot be resolved immediately, you will receive a final written response within 8 weeks, detailing our conclusions and any actions taken.

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