Making a complaint

In shortTell us in chat or email that you want to make a complaint, and it gets logged formally, not smoothed over. Simple complaints resolve within about 5 business days, complex ones within about 15, and you always get a final response within 8 weeks at the very latest.

If we've genuinely let you down, we want it on the record and fixed, not smoothed over in a chat window. Raising a complaint takes two moves:

  • Say the word. In chat or by email, tell us you want to make a complaint. That sentence is enough. The agent logs it formally from there, even if the immediate issue also gets solved in the same conversation. Both things happen.
  • Tell us the story and the outcome you want. What happened, when, and what putting-it-right looks like to you.

Then, here's exactly what to expect:

StageTiming
AcknowledgementFast: under a minute in chat, within an hour by email
Simple complaintsResolved within about 5 business days
Complex complaintsResolved within about 15 business days
Final response, at the very latestWithin 8 weeks

And if your complaint needs more time than the simple window, we tell you that before you have to ask, with a realistic revised timeline. Waiting in silence isn't something we do to people.

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