Our latest report about the complaints we have had and what we have done as result.

A Formal complaint is an expression of dissatisfaction or concern about Tai Calon’s action or lack of action, or is about the standard of service provided.

An Informal complaint is where we will deal with complaints immediately. If you are unhappy or have a concern, it should be raised with the person who is dealing with the matter. We will resolve the problem quickly, in an informal way. We aim to resolve the complaint within two working days. If it is taking longer we will keep you informed of progress.

Upheld is where we got it wrong. We say we got it wrong, we apologised and we see if we can avoid a similar complaint in the future.

Partially upheld is where we apologised for getting something wrong, however, we don’t agree that everything was our fault.

plaints were upheld, ONE Partially upheld and TWELVE not upheld. THREE complaints were inconclusive and TWO withdrawn.

Find out more about our complaints process.

If you would like to make a complaint, or require more information about how you can, please contact the Customer Services Supervisor on 0300 303 1717 or you can email us as at