Sensible Complaints Procedure

Make a complaint or send us feedback.

We take our responsibility to service your expectations extremely seriously. However, we recognize that there may be occasions we may fall short of expectations which may then result in a complaint. If you have a complaint, please let us know and we work with you to understand what happened and how best to put it right.

How to make a complaint

If you would like to make a complaint, you can contact us by:

Writing to us:

If you’d like to write to us, please send your correspondence to:

Customer Experience Team, Sensible Group
2nd Floor Cardinal House
20 St Mary’s Parsonage
M3 2LY

How will you investigate and resolve my complaint?

We’re committed to resolving complaints and putting things right as quickly as possible.

Complaints will be investigated and responded to in a timely manner, and we will keep you updated along the way.

Complaints will be referred to our Compliance department and investigated by staff independent of the complaint.