When you contact the customer service center in Guildford, you can generally expect the following response times for complaints:
| Stage | Response Time |
|---|---|
| Acknowledgement | Within 5 working days |
| Full Response | Within 10 working days |
| If extended (complex) | An additional 10 working days may apply, with notification |
They aim to resolve complaints as quickly as possible, but if more time is needed due to complexity, they'll keep you updated about when to expect a reply. If you need to make a complaint, you can do so online here.