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Our Complaint Procedure


Step-by-step complaints procedure


If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.


We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.


We want to:


  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint


How & where to complain


If you are not satisfied with any aspect of our service or products you can tell us in the following ways:


In writing – write to us at the address below and address your letter to (FAO Complaints)


By telephone – Unfortunately this is not available currently


By email – using the email address


How long will it take?


We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation. 



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