Complaints
We'll listen. We'll fix it.
We're a small team, so when something's wrong we want to know about it fast. Here's how to log a complaint and what to expect next.
- 01
Tell us what went wrong
Use our quick online form or give us a ring. We log every complaint and assign it to a dedicated advisor.
Start online - 02
We investigate fast
We aim to resolve complaints within 5 working days. Complex cases get a clear timeline and regular updates.
Check service status - 03
We make it right
If we made a mistake, we'll fix it and explain what happened. Where appropriate, we'll put things right with a credit or goodwill gesture.
View your account
What to include
- Your account number or the email used to sign up.
- A short summary of the issue and when it started.
- What you'd like us to do to put things right.
- Any screenshots, bills, or dates that help us investigate.
Timescales & escalation
We'll keep you updated
If we can't resolve your complaint within 5 working days, we'll let you know why and set a new target date.
Deadlock letter
If we've exhausted our process and you're still unhappy, we'll issue a deadlock letter so you can go to ADR.
Independent ADR
If we cannot resolve your complaint within 6 weeks, or we issue a deadlock letter earlier, you may refer the matter to our approved Alternative Dispute Resolution (ADR) scheme.