Feedback and Complaints

We value member feedback on all aspects of our service – whether you’d like to let us know that you’re happy with the service you received, or if you have any suggestions on ways we could improve.

Please share your feedback with us by email to with ‘Feedback’ in the subject line of the email, or contact us in any of the ways listed here.

How to complain

We always strive to provide the best possible service but, like everyone, we sometimes get things wrong. 

If you are unhappy with anything about our service you can always let the team know directly by using any of the usual communications channels – Nivo, phone, email, secure message or post – here’s how to get in touch so we can help put things right: Contact us

If you would like to raise a full formal complaint, we ask you to email us at Please write ‘Complaint’ in the subject line of the email. Please explain what has caused your complaint and what you would like us to do to resolve your complaint.

We treat all complaints extremely seriously and we will get back to you as soon as we can, keeping you updated along the way.