How to make a complaint

We understand that things sometimes go wrong and when they do, we’re here to help. If you need to make a complaint, we will offer you a process to have an honest dialogue, we promise to listen and give you the time you need to explain your concerns, without charge.

To do this, we need your help. Depending on the type of problem you have, you might be angry, worried, or confused and we understand the frustration and distress this can cause. We will do our best to investigate your concerns as quickly as we can but please be patient, it can take time to look into things properly.

Claims Management Companies and law firms advertise their services and can raise a complaint on your behalf – they often simply take your information and pass it to SJP to investigate. They might not charge for this at the point of making the complaint, but they may take up to 50% in fees from any compensation that you are offered. You do not have to use a Claims Management Company or law firm if you have a complaint about SJP – you can contact us direct and receive the total amount of any compensation.