Complaints Procedure

Our Promise of Service

Our Goal is to give excellent service to all our customers, but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To ensure that we provide the kind of service you expect, we welcome your feedback. We will record and analyse your comments to assist us to continually improve the service we offer.

What will happen if you complain..

  • We will acknowledge your complaint promptly
  • We aim to resolve all complaints as quickly as possible.
  • Your complaint will automatically be escalated to our directors

Most of our customers’ concerns can be resolved quickly but, occasionally more detailed enquiries are needed. Never the less, we will contact you within 24 hours with an initial acknowledgement and suggested course of resolution.

What to do if you are unhappy

If you have a complaint, please contact us on 01732 885511 or

Telephone call recording

For our joint protection telephone calls may be recorded and/or monitored.

Customer Comments

If you have any comments or suggestions about our services or any other feedback, please write to The Head of Customer Relations, 9 Orchard Place Business Centre, Wrotham Heath, Kent, TN15 8QU. Or you may send your comments to