How to make a complaint
Talk to us first
Make sure you talk to our service team first - they are equipped to resolve your query. You will not be able to escalate a problem unless you have first spoken to a service agent by Live Chat or by ringing 1907.
Next steps
If the service agent can't solve your issue you can speak to their manager. If you are still not satisfied you should ask for a complaint referece number. You will need this if you want to go further with your complaint.
Final steps
Add the complaint reference number you have been given to the complaint form below. It can also be used to appeal a decision you agree with . Your complaint will be reviewed by our Customer Advocacy Team.