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 query, you can request to speak to their manager. You can request a complaint reference number at any time over the course of your query. The service agent will log your complaint reference on our system. Alternatively you can use the form below filling all mandatory fields.
Final steps
The Escalations Team will contact you by your desired method with the complaint reference created on your behalf within 1 working day. The Escalations Team will provide you with a timeline for resolution and verify the complaint reference by email and text after the initial contact.