What you can expect from us
We pride ourselves on doing our best to give you a great service – but sometimes things go wrong.
If you’d like to complain, our dedicated team will try to resolve your concerns as soon as possible.
How to get in touch
We appreciate your feedback!
ONLINE: Go to our contact page and send us a message
POST: Via our Centre – HNCP, 25 Bertram Street, London N19 5DQ
Our response times
• You’ll usually get a response before the end of the next
working day.
• If this isn’t possible, we’ll contact you within 5 working days to
explain we’re investigating your complaint, and when you can
expect a resolution.
• We’ll always aim to resolve your complaint quickly. But if further
information or investigation is required, it may take longer. If we’re
unable to resolve it within 8 weeks, we’ll give you another update
on the progress of your complaint. We’ll also provide an estimate
for when you’ll get a final response, if appropriate.