We want to fix problems fast. Here's how complaints work, in plain language.
Step 1 — Tell us
Contact support by WhatsApp or email (details in the footer). Tell us what happened and what you'd like us to do. We aim to respond within 2 working days and resolve most issues within 10.
Step 2 — Escalate
Not happy with the answer? Reply asking for escalation and a senior member of the team will review your case and respond within 10 working days.
Step 3 — Independent review (ADR)
If your complaint is unresolved after 8 weeks, or we send you a deadlock letter, you can refer it free of charge to our independent Alternative Dispute Resolution scheme. The scheme's decision is binding on us, not on you. Details of our ADR scheme membership are available from support and will be included in any deadlock letter.
This code is provided in line with Ofcom's General Conditions. Paper copies are available on request.
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