Service Standards
What you can expect from us and how quickly.
Our Commitments
| Stage | Our target |
|---|---|
| Acknowledge your enquiry | 2 working days |
| Initial case review and next steps | 10 working days |
| Update on an active case we are handling | At least every 15 working days |
| Free initial review | Sent to you automatically as soon as you submit your details |
| Reply to a message about your case | 2 working days |
| Reply to a complaint about us | As set out in our Complaints Procedure |
These are targets, not guarantees. Complex cases or delays by the business involved may take longer, and we will tell you if so.
What We Ask of You
- Keep your contact details up to date.
- Reply to our requests for information promptly.
- Keep copies of receipts, emails and other evidence.
What We Cannot Promise
We cannot guarantee a particular outcome, refund or compensation. We do not give legal advice and we are not a regulator or ombudsman.
Last updated: 4 October 2026. Next review due: 4 October 2027, or sooner if our service changes.
Ready to Take Action?
Tell us what happened. Our initial case review is free.