How to make a complaint
Contact us
We're sorry to hear you have a problem. If you have a complaint, you can contact a member of the customer service team. They will do their best to resolve your query.
You can contact do this by using Live Chat (mobile customers only) or by ringing 1907.
For full information on complaint handling, download our Code of practice below.
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Next steps
If you contact by Live Chat or by calling 1907, your query will first try to be resolved by our CARE agents. If your query is unresolved, or you wish to make a complaint, the agent will pass you to our customer escalations team straight away. If unavailable, our agents will log your complaint on our system. You can request a complaint reference number at any time over the course of your query.
Alternatively, you can click the relevant button below to fill out a complaint form for our customer escalation team to call you back.
Final steps
The Escalations Team will contact you by your desired method within one working day following your complaint submission through 1907 call, live chat, or online submission.
They will provide you with a timeline for resolution and verify the complaint reference by email and text after the initial contact.
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