Sometimes we may get things wrong. If we have, we are very sorry, and we will do our best to put things right for you.

What is our complaints procedure?

Step One
Log your complaint with us by phone, letter, email, or via this website.

Step Two
Your complaint will be investigated and we will respond to you within three working days, and we will try to resolve it, where possible, within 10 working days.

Step Three
If you are unhappy with the outcome, then you may wish to appeal. To do this, simply write to us and request for the matter to be re-evaluated by a more senior member of our organisation. You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.

You can register any complaints, comments or compliments, by:

Phone
Please call us for free on 0845 643 5432

Email
complaints@ngpltd.co.uk

In writing, to:
Please forward all correspondence to:

Complaints Department,
Baltic Place,
Floor 4 East Tower,
Gateshead,
Tyne and Wear,
NE8 3AE