We always endeavour to provide the best service for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied and that repaying the fee may not resolve the complaint. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. In the unlikely event that you have a complaint, please contact us within 14 days of the survey so that we can rectify any problems as soon as possible.Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.