We're always looking for ways to improve.

And we welcome your feedback. If you'd like to help, please email us at feedback@brightgrey.com with your comments. Whether it's about our products, service, or communications, we’d love to hear from you.

How to make a complaint

We hope that you never have to make a complaint to us, but if the service you receive doesn't meet your expectations this is what to do:

Contact us
You can let us know about your complaint using any of the methods below. You can also let us know the best way we can get back to you to update you on the progress of your complaint.

Email us
help@brightgrey.com

Phone us
0845 6094 500

Fax us
0845 6094 522

Write to us
Customer Care Team
Bright Grey
2 Queen Street
Edinburgh
EH2 1BG

Updating you

Bright Grey complaints are dealt with by our specialist complaints department, who will aim to resolve your issue as quickly as possible. If we can't resolve your complaint within 5 days, we'll contact you to let you know, giving you the name of the person dealing with your complaint, and the reference number.

Resolving your complaint

Once we've looked into your complaint, we'll contact you to explain what went wrong and what we'll do to put it right in the future. We might not be perfect, but we really want to be, so we'll do everything we can to change what we do to make sure it's right next time.

Bright Grey is part of the Royal London Group. For information on all complaints managed by the Royal London Group click here.