Complaints Procedure

Our commitment to you

We aim to provide an excellent service to every customer. If we fall short of your expectations, we want to hear about it so we can put things right quickly. We take all complaints seriously and treat them as an opportunity to improve.

How to raise a complaint

Use our contact formand select “Complaint” as the subject. You will receive an email confirming your complaint has been received the moment you submit it.

Please provide your name, email address, a description of the issue, and any relevant reference numbers (e.g. your PCN reference or order ID).

Our response timelines

If you are not satisfied with our response

If you remain dissatisfied after receiving our final response, or if 35 working days have passed without a resolution, you can pursue the matter through the courts as a consumer dispute. Our final response letter will set out your options.

You may also contact the Citizens Advice consumer helpline on 0808 223 1133 for independent guidance.

Vulnerable customers

If you are in a vulnerable situation and require additional support during the complaints process, please let us know. We will do our best to accommodate your needs. See our Vulnerable Customer Policy for more information.

Keeping records

We keep a record of all complaints and outcomes to identify trends and improve our service. All complaint data is handled in accordance with our Privacy Policy.