How to make a complaint
Step 1
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 do this by pressing the Chat button (mobile customers only) or by ringing 1907. For full information on complaint handling, download our Code of practice below.
Step 2
If your query is not resolved on call or chat, and 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. Alternatively, you can fill out the complaint form below for our customer escalation team to call you back.
Step 3
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.