If your initial complaint cannot be resolved informally by the Customer Services Team member then it will be escalated to the Customer Service Manager or Head of Customer Service who will assign the relevant representative and acknowledge your complaint within five working days from the complaint initiation date*. We will investigate your concerns and send a response with our pathway to resolution within 10 calendar days of the initiation date.
Scotland
Nicole McCrone
[email protected]
Telephone: 0800 022 4026
Out of Hours: 0800 022 4026
Eastern & North East
Kerry Greenshill
[email protected]
Telephone: 0113 202 2222
Out of Hours: 0800 917 3051
Midlands
Philip Leary
[email protected]
Telephone: 0121 421 8300
Out of Hours: 0800 9173 053
East Midlands
Jenny Jones
[email protected]
Telephone: 0800 0283 339
Out of Hours: 0800 0283 339
London
Gayle Manning
[email protected]
Telephone: 020 8731 3800
Out of hours: 0800 030 4690
North West
Jacky McLoughlin
[email protected]
Telephone: 0161 905 1727
Out of Hours: 0800 587 4428
East Anglia
Chris Rayner
[email protected]
Telephone: 01603 709 800 Norwich
Telephone: 01954 785 400 Cambridge
Out of Hours: 0800 1216 101
South Wales & West
Duncan Harrison
[email protected]
Telephone: 02920 614112
Out of Hours: 0800 030 47 33
South West
Beth Harris
[email protected]
Telephone: 0800 145 6065
Out of hours: 0800 145 6065
North East
Telephone: 0800 0224 069
Out of hours: 0800 0224 069
*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).
