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Complaints Process

We strive to deliver excellent customer service but understand that sometimes things can go wrong and we therefore value your feedback to enhance our service. 

You can get in touch using our dedicated email address or by letter - Complaints, Brenner House, Rainton Bridge Business Park, Houghton-le-Spring, DH4 5RA.

Alternatively, please call 0333 414 1988, lines are open 8.30 am to 5.30 pm Monday to Friday.    

We have a robust complaints procedure, ensuring we acknowledge your complaint within five working days, investigate it thoroughly and provide a written response and resolution within twenty working days.