Yes. We do not normally investigate complaints if you have known about the problem for more than 12 months before complaining. We may, however, decide to look at the complaint if certain circumstances stopped you from making it earlier.
Festive closure
Our office will be closed for the festive period from 25 December 2025 and will reopen on Monday 5 January 2026. Our phone line will close at 11am on 24 December 2025.
You can still submit your complaint via our online form but this will not be processed until we reopen.
Is there a time limit for sending a complaint to you?
Updated: December 3, 2018