Complaints Procedure

Email [email protected] with what happened, when, and what you would like us to do. If you have a reference — an order number, an account email, a data request reference — include it.

1. We acknowledge within 3 working days.
2. We investigate and respond within 20 working days. If it will take longer, we tell you why and when to expect an answer.
3. If you are not satisfied, reply and ask for it to be escalated. A director will review it and respond within a further 10 working days.

Tell us. Email [email protected] with what happened and what you would like us to do. We acknowledge complaints within 3 working days and aim to resolve them within 20 working days, telling you if it will take longer and why.

If your complaint is about how we have handled personal data and you are not satisfied with our response, you can complain to the Information Commissioner’s Office. You can do that at any time and you do not have to come to us first.