Last updated 31 October 2026

Complaints

If something's gone wrong, tell us. You'll speak to somebody here who can see your line and do something about it.

How to complain

Ring us on the number at the bottom of this page. Tell us what's happened and what you'd like done about it, and we'll tell you what happens next.

If we can't sort it out

If your complaint isn't settled after six weeks, or we both agree we can't settle it, you can take it to an independent dispute scheme free of charge. Its decision binds us, not you.

We'll name our scheme here before we take our first order, along with our full code of practice.

Anything here you'd rather ask about? Ring 01964 000 000 and a person here will tell you straight.

When you check an address we set a cookie, so we know it's you if you come back. Nothing here needs it — say no and it's gone for good. What we keep.