We hope you won’t need to contact us to make a complaint, but we know that sometimes things don’t go quite right.
We do everything we can to help as quickly as possible and aim to resolve all complaints within eight weeks. We’ll keep you regularly updated as we try to solve your issue.
If you need a copy in a different format such as large print or braille, please contact our specialist accessibility team
If we don't solve your complaint, you can look into Alternative Dispute Resolutions. You can get help from CISAS or the Financial Ombudsman Service if we haven’t solved your complaint in eight weeks, or if you’re not happy with our final response or ‘deadlock’ letter.
Take your complaint to CISAS
The Communication & Internet Services Adjudication Scheme (CISAS) is an independent dispute resolution scheme, approved by Ofcom, which is free of charge. It aims to impartially settle complaints about communication and internet services that cannot be resolved between a customer and a service provider.
Read through their guidelines to make sure your complaint is eligible.
Take your complaint to the Financial Ombudsman Service
If you’ve complained about a financial product you bought from us, such as a Device Plan with a loan agreement or insurance, contact the Financial Ombudsman Service. They’re free and will take an independent and unbiased approach to your case.