We understand how disappointing it can be when an experience doesn't meet your expectations.
If something has gone wrong, please let us know. Our Customer Support team is committed to listening to your concerns, understanding what happened, and working with you to find a fair and prompt resolution.
Your feedback is incredibly important to us. Every complaint helps us learn, improve, and continue delivering the level of service our customers deserve.
Below you'll find everything you need to know about our complaints process.
The best way to make a complaint is to speak directly with our Customer Service team. They’ll take the time to listen to what’s happened, understand your concerns and work with you to find a resolution.
More than 95% of complaints are resolved over the phone, making this the quickest and easiest way to log your complaint and get the ball rolling.
By speaking to us directly, we can often investigate the issue, answer your questions and start working towards a solution straight away.
If we can’t resolve everything during your first call, don’t worry. We’ll make sure your complaint is properly logged and explain what happens next, so you know exactly what to expect.
Talk to our Customer Service team
The quickest way to resolve a complaint is to give us a call. Our team will listen to your concerns, log your complaint and do everything they can to resolve it with you.
More than 95% of complaints are resolved over the phone.
If we can’t resolve things there and then, we’ll agree what happens next and when you can expect to hear from us.
Ask us to formally review your complaint
If we haven’t been able to resolve your complaint at Stage 1, you can ask us to carry out a formal review.
We’ll take a fresh look at your complaint and everything that’s happened so far. We may contact you if we need any additional information.
We’ll then provide you with a written response, usually within 7 days of your complaint being escalated to Stage 2.
Request a final review
If you’re unhappy with the outcome of our formal review, you can ask us to reconsider your complaint.
We’ll carry out a complete review, including any additional information you’d like us to consider.
We normally complete Stage 3 within 4 weeks. If we’re still unable to reach an agreement, we’ll confirm our Final Position in writing and explain your options for taking the complaint further.
Alternative Dispute Resolution
If we issue you with our Final Position, we’ll also explain how you can refer your complaint to The Communications Ombudsman, our Alternative Dispute Resolution (ADR) scheme.
You can also take your complaint to the Communications Ombudsman if your complaint has been ongoing for more than 6 weeks and we haven’t provided you with a final response.
