Complaints procedure

How to make a complaint about our level of service.

Our complaints process

There are 3 stages to our complaints process:

1. Our support team.
2. Response from support team.
3. Escalation to the Head Office.

You must:

• send an email to [email protected] with the detailed explanation of the problem
• give as much information as you can
• attach screenshot or file if necessary
• tell us what you want to happen

What happens next

A member of our support team will reply in writing or by telephone within 5 working days.

If we cannot give a full response in this time, we’ll tell you what we’re doing and when you can expect a full reply. This might happen if your complaint needs more detailed investigation. We’ll give a contact name and a complaint reference number.