We make mistakes from time to time, and value the opportunity to investigate, apologise and put them right. We recognise the valuable role customer complaints can play in helping to deliver the highest levels of customer service and satisfaction.

You can read our complaints policy on our policies page.

You can make a complaint in the following ways:

»In person

»Email to group.complaints​​​​

»Phone on 0800 917 0839

»Post to Freepost SBHG

The complaint process

When you make a complaint, we will:

  1. Acknowledge within two working days
  2. Investigate what hapened
  3. Respond within ten working days
  4. Explain your right to internal review

You can request an internal review afterwards.

We will also:

  1. Check that we've followed our policies
  2. Check that we responsed correctly
  3. Explain your right to external adjudication

Tell us now

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