Compliments and complaints

We work hard to provide our customers with the best possible services.

To help us improve our services we’re always keen to hear from customers about the things we do well and the things we can do better.

Our complaints process makes it easy for you to give us your thoughts about our services. You can send us your compliment or complaint by any method including:

Once you send us your complaint we’ll aim to respond to you within five working days. If we're unable to meet this deadline, we’ll let you know.

If you’re not satisfied with our response, we’ll let you know about the next stage of the process.

When we receive a compliment we will pass on the information to the relevant member of staff. 

More information

You can find more details about our complaints process and what to do if you’re not satisfied with our response on our complaints procedure.pdf.

You can also see our complaints policy on our policies webpage.

You can get more details about the complaints process by emailing us at:

Send a complaint or compliment

How would you prefer us to contact you?

Data Protection

Thirteen promises to keep your data safe and secure and in line with the General Data Protection Regulation 2018. We will only use your information to provide the service you have requested and we will not sell your data. You can manage and review your privacy choices at any time by contacting You can view Thirteen’s full Privacy Notice.