Issue resolution

We aim to provide the best possible service but recognize that sometimes things can go wrong. We take complaints very seriously so if you aren’t happy we’ll do our very best to put things right.

Unhappy? Please give us the opportunity to put it right

If there’s something you’d like to talk to us about, please email and we’ll aim to resolve your issue straight away.

Complaints procedure

Our Account and Support teams are there to handle all day-to-day service faults, product or service changes and billing queries. If you have an issue that fall outside of this, or if you have already contacted them and you do not feel you have received an appropriate level of support, you may make a complaint by emailing

What to expect

Our policy is to provide an initial response to complaints from the appropriate manager within three working days of receipt. Thereafter the manager involved will be in contact on a regular basis as agreed with you. We aim to resolve all complaints to the satisfaction of our customers within two weeks.

How to escalate a complaint

If you feel your complaint is not being handled to your satisfaction you can escalate the complaint to a senior manager. In some cases an impartial third party may be required to resolve a dispute. If this is the case we will work with you to agree an appropriate independent third party, ombudsman service and independent arbitrator.