Our complaints process

Calling us is the quickest and easiest way to get in touch. Our dedicated Customer Solution team in Wrexham will aim to fix the issue straight away and if we can’t we’ll aim to contact you back within 24 hours, or at a time more convenient for you.

Message us through Whatsapp. Our teams will be on hand to reply and fix your issue as quickly as possible, and you can manage the conversation at a time convenient to you.

You can email our team with our simple online form. It only takes a few minutes to complete, and means we have all the information we need to get your query to the right teams quickly.

If we need to contact you, we'll aim get back to you within two days and to resolve fully within five days. It may take up to ten days during our busiest periods.

Hopefully, we’ll resolve your issue first time. If we haven’t, we’ll be happy to review your case. Just let us know if you’d like us to do this.

Our Customer Solution team in Wrexham will carry out a review and get back to you within 10 working days to let you know the outcome. There may be occasions where we need to chat through your case with you face to face. Where possible, we will try to arrange a visit. 

Where possible, we will try to arrange a visit or you can come to our office to speak to any one of the team between the hours of 8 am and 4.30 pm Monday to Friday.

You can also download a copy of our complaints process.

We also have a Welsh language version of our complaints process.