Hi Mark, the internal complaints procedure is via our care team - please see the option 'You can contact our Support team directly via our Contact us page' on the link shared above, where you'll be rerouted to an agent who will escalate the complaint on your account (from here, you'll be contacted within 24-48 hours). You can also raise a complaint via mail, however this has a longer turnaround time. Both methods are handled by our escalations team.