{"id":4409,"date":"2022-11-22T08:31:29","date_gmt":"2022-11-22T08:31:29","guid":{"rendered":"https:\/\/www.iwnl.co.uk\/?page_id=4409"},"modified":"2025-12-08T11:17:36","modified_gmt":"2025-12-08T11:17:36","slug":"how-to-make-a-complaint","status":"publish","type":"page","link":"https:\/\/www.iwnl.co.uk\/how-to-make-a-complaint\/","title":{"rendered":"How to Make a Complaint"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-12\">\n\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__large-text-wrap\">\n\t\t\t\t\t\t\t<h4 class=\"block-columns__large-text block-columns__large-text--medium\">\n\t\t\t\t\t\t\t\tWe are committed to putting customers at the heart of everything we do. If you have a problem with our service, we want to make it right as quickly and fairly as possible.\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>We\u2019re sorry you need to complain, but we\u2019re here to help. You can <a href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\" target=\"_blank\" rel=\"noopener\">contact us<\/a> in the way that suits you best.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<div class=\"block block-downloads-accordion\">\n    <div class=\"js-downloads-accordion downloads-accordion\" id=\"downloads-accordion-69aa8f7032a16\">\n        <div class=\"cards\">\n            \n                                <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-1-69aa8f7032a16\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-1-69aa8f7032a16\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-1-69aa8f7032a16\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 1\">\n                                                                            <span class=\"card-header--button-inner\">Stage 1 &#8211; Contact us<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-1-69aa8f7032a16\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f7032a16\" id=\"collapse-downloads-child-1-69aa8f7032a16\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p>The first step is to get in touch with us. The easiest way is to call and speak to one of our friendly team:<\/p>\n<ul>\n<li>Call 02920 028711 Monday to Friday \u2013 8.00am to 8.00pm, Saturdays, Sundays, and bank holidays \u2013 9.00am to 5.00pm.<\/li>\n<li>Live Chat \u2013 we\u2019ll get back to you straight away.<\/li>\n<li>WhatsApp \u2013 we\u2019ll message you back within 48 hours. Click this <span style=\"color: #000000\"><a style=\"color: #000000\" href=\"https:\/\/wa.me\/message\/H5PHKBU2UE2AG1\" target=\"_blank\" rel=\"noopener\"><span style=\"font-size: 16px\"><strong>link<\/strong><\/span><\/a> <\/span>or scan the QR code below.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5543\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/01\/image-5-300x300.png\" alt=\"\" width=\"91\" height=\"85\" \/><\/p>\n<ul>\n<li>Submit an enquiry through your <span style=\"font-size: 16px\"><a href=\"https:\/\/portal.iwnl.co.uk\/contact-us\/\" target=\"_blank\" rel=\"noopener\"><strong>Online Account<\/strong><\/a> <\/span>we\u2019ll get back to you within 3 working days.<\/li>\n<li>Write to us: IWNL, Driscoll 2, Ellen Street, Cardiff, CF10 4BP.<\/li>\n<\/ul>\n<p>If we can\u2019t resolve your complaint immediately or need to investigate further, we aim to reply within <strong>10 working days<\/strong>. If we fail to do this, you\u2019ll receive compensation under our Guaranteed Standards.<\/p>\n<p>We aim to resolve your complaint at this stage, but if you\u2019re not happy, you can move to <strong>Stage 2<\/strong>.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-2-69aa8f7032a16\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-2-69aa8f7032a16\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-2-69aa8f7032a16\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 2\">\n                                                                            <span class=\"card-header--button-inner\">Stage 2 &#8211; Escalate<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-2-69aa8f7032a16\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f7032a16\" id=\"collapse-downloads-child-2-69aa8f7032a16\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p>If you are still not happy, then get back in touch. Let us know how we\u2019ve not managed to resolve your complaint and how we can look to do this.<\/p>\n<p>We will then aim to reply within <strong>10 working days<\/strong>. If we fail to do this, you\u2019ll receive compensation under our <strong><a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/\" target=\"_blank\" rel=\"noopener\">Guaranteed Standards<\/a><\/strong>. In the unlikely event we\u2019ve still been unable to resolve the matter, you can take your complaint to stage 3.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-3-69aa8f7032a16\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-3-69aa8f7032a16\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-3-69aa8f7032a16\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 3\">\n                                                                            <span class=\"card-header--button-inner\">Stage 3 &#8211; Independent advice<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-3-69aa8f7032a16\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f7032a16\" id=\"collapse-downloads-child-3-69aa8f7032a16\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p>If you\u2019re not happy with our final response, your complaint is over 8 weeks old, or you just want free, trusted advice, you can contact CCW <a href=\"https:\/\/www.ccw.org.uk\/\" target=\"_blank\" rel=\"noopener\"><strong>here<\/strong><\/a>.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                \n        <\/div>\n    <\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":15,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":true,"footnotes":""},"class_list":["post-4409","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - 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