Step 1 — contact support
Call 0330 059 9720 and provide the relevant order or enquiry details. Add a monitored complaints email and postal address before launch.
Step 2 — investigation
Acknowledge complaints promptly, keep a record of the issue and provide a clear response based on the facts and the applicable contract.
Escalation
If the business is subject to an alternative dispute resolution scheme, communications provider rules or another formal complaints process, identify the relevant body and eligibility rules here.