The quickest way to make a complaint is to speak directly with our Customer Support team.
Give us a call on 0333 305 7560 and select Option 1. We’ll listen to what’s happened, log your complaint and work with you to find a fair resolution.
More than 95% of complaints are resolved over the phone, so giving us a call is usually the quickest way to get things moving.
Our Customer Support team is available:
If we can't resolve your complaint during your first conversation, we'll make sure it's properly logged and explain what happens next.
Our complaints process has three stages:
Stage 1 – Speak to Customer Support
We'll listen to your concerns and try to resolve the issue with you.
Stage 2 – Formal review
If your complaint hasn't been resolved, you can ask us to formally review it. We'll take a fresh look at what's happened and usually provide a written response within 7 days of escalation.
Stage 3 – Final review
If you're still unhappy, you can ask us to reconsider your complaint. We normally complete this review within 4 weeks.
If we've reached our Final Position and haven't been able to resolve your complaint, we'll explain how you can refer it to the Communications Ombudsman, our independent Alternative Dispute Resolution (ADR) scheme.
You can also contact the Communications Ombudsman if your complaint has been ongoing for more than 8 weeks and we haven't provided a final response.
For more information about each stage, timescales and what to expect, take a look at our Making a Complaint page.
