We would rather you tell us when something is wrong than quietly leave. If you are unhappy with anything we have done — the work, the timing, the communication, the bill — this page tells you exactly how to raise it and what we will do about it.
How to complain
Email [email protected] with the word "complaint" in the subject line. That flag moves it to the top of the queue. Tell us:
- What happened, and roughly when.
- What you would like us to do to put it right.
- The best way and time to reach you.
There is no form to fill in and no reference number to chase. The same person who does the work reads the complaint.
What happens, and how long it takes
- Within two working days — we acknowledge your complaint in writing so you know it has landed and who is dealing with it.
- Within ten working days — we give you a full written response: what we found, whether we agree, and what we propose to do. If the issue is genuinely complex and we need longer, we tell you that inside the ten days and give you a realistic date.
- If you are still not satisfied — reply and say so. We will look at it again, and where it helps we will arrange a call to talk it through directly.
If we cannot agree
We will always try to resolve a complaint between us first — it is faster and usually fairer for everyone. If we reach a genuine deadlock, the options open to you include:
- The Information Commissioner's Office, for anything to do with how we have handled your personal data — ico.org.uk.
- Citizens Advice or the relevant consumer body, for general guidance on your rights — citizensadvice.org.uk.
- The courts of England and Wales, which have jurisdiction under our terms of service. We would always see this as a last resort.
What we do with complaints
We keep a brief record of every complaint and how it was resolved, so we can spot patterns and fix the underlying cause rather than the symptom. That record is kept securely and handled per our privacy notice.
Plain-English procedure, written by a person, reviewed by Verithora before publishing.