Complaints policy
Last reviewed 22 July 2026
If we get something wrong we want to hear it, and we want to fix it. Here is how to raise it and what happens next.
How to complain
Email us with what went wrong and what you would like us to do about it. Put the word complaint in the subject so it is routed straight to a director rather than sitting in a general inbox.
What happens next
We follow a simple, quick process:
- We acknowledge your complaint within two working days
- We look into it properly and give you a full response within ten working days
- If it is complex and will take longer, we tell you why and give you a date
- We tell you what we found, what we are doing about it, and how we will stop it happening again
If you are still not satisfied
Ask for it to be reviewed by a director who was not involved the first time. For a data protection concern you also have the right to complain to the Information Commissioner's Office at ico.org.uk. For a billing dispute we will always try to reach a fair resolution directly before it goes any further.
Questions about this policy? Email [email protected] or see the rest of our legal and policy pages.