Customer care is our top priority and we value your feedback.


It’s nice to know when we are doing a good job.  We also learn from compliments and build on the positive feedback received.

We pass on any compliments we receive to the relevant staff members and their managers.

If you would like to leave a compliment:

Please call the customer care team on 0333 101 4065 or email us at


However, we do appreciate that sometimes things can go wrong so if you do have a complaint, please let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Please call the customer care team on 0333 101 4065 or email us at

In the unlikely event that we are unable to resolve the matter to your satisfaction please follow our formal complaints procedure below.

  • Write to us:

If you'd like to address your complaint in writing, please address it to the Customer Care Manager at Tolent and send to: Tolent, Derwent House, Lakeside Court, Fifth Avenue Business Park, Team Valley, Gateshead, NE11 0NL

  • Email us:

Alternatively you can send an email to

Our complaints process:

We will:

  • Confirm we have received your complaint within two working days
  • Deal with your complaint as soon as we can
  • Aim to resolve and respond to your complaint within 10 working days or agree an appropriate timescale with you
  • Learn from your feedback.


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