Complaints

Your rights

Raising a complaint

We take every complaint seriously and aim to resolve it as quickly and fairly as possible. This page explains how to raise a complaint, what happens at each stage, and what to do if you remain dissatisfied after our final response.

How to raise a complaint

Use the form below, or contact us by email or post using the details in our Terms and Conditions. Every complaint is logged, tracked, and handled by a dedicated member of our team.

View Terms and Conditions

What to include

The more detail you provide, the faster we can investigate.

  • Your full name and contact details (email and phone number).
  • Your order reference number, if applicable.
  • A clear description of what went wrong and when it happened.
  • Any steps you have already taken to resolve the issue.
  • The outcome you are seeking.

What happens next

  1. We receive your complaintYour submission is logged and assigned a reference number.
  2. We acknowledge itYou receive confirmation with your reference and our target response times.
  3. We investigateA team member reviews the details and keeps you updated if we need more information.
  4. We respondYou receive our findings and, where appropriate, the steps we will take.
5 working days Acknowledgement
40 working days Full response

We aim to acknowledge your complaint within 5 working days and provide a full response within 40 working days.

If your complaint is complex and we need longer to investigate, we will contact you to explain why and give you a revised timescale.

Submit your complaint

Complete all required fields so we can begin an investigation.

Complaints Form

If you are still not satisfied

After our final response, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) body within 12 months. Using the ADR service is free of charge and does not affect your statutory rights.