How to make a complaint

We take complaints seriously. This page explains how to raise one, what to expect from us, and what to do if you are not happy with our response.

1. How to complain

Email [Public Email] with the word “Complaint” in the subject line. Tell us what happened, when it happened, the report ID if you have one (it is on your receipt), and what you would like us to do.

2. What we will do

• Acknowledge receipt within 5 working days.
• Investigate and reply substantively within 20 working days.
• If we cannot meet that timeline, tell you why and give a new date.
• If we got it wrong, say so, fix it, and refund where appropriate.

3. If you are not satisfied with our response

If you are unhappy with how we resolved your complaint, you have the following options:

• Data protection. If your complaint is about our handling of your personal data, the Information Commissioner’s Office is at ico.org.uk, telephone 0303 123 1113.
• Consumer rights. Citizens Advice provides free, impartial guidance on consumer rights at citizensadvice.org.uk, telephone 0808 223 1133.
• Online dispute resolution. The European ODR platform is available at ec.europa.eu/consumers/odr (note: post-Brexit utility is limited).
• Court. You have the right to bring proceedings in the courts of England and Wales. The Money Claim Online service is available for claims under £10,000.

We are not currently a member of an Alternative Dispute Resolution scheme. That does not affect any of the rights above.

4. Records

We keep complaint records for 24 months so we can spot patterns and improve the service.