Legal
Complaints
Tell us when something has gone wrong, so we can put it right.
Draft for legal review. This document is a draft awaiting review by a UK solicitor. Text in [square brackets] is a placeholder still to be completed.
How to complain
Email [email protected] with "Complaint" in the subject. Tell us your name, your account email, what happened and what you would like us to do. Please do not include health details unless they are needed.
What happens next
- We acknowledge your complaint within 2 working days
- We reply in full within 14 days, or tell you why we need longer
- We aim to resolve every complaint within 8 weeks
If you are still unhappy
- Courts: you may be able to use the small claims process at gov.uk/make-court-claim-for-money. Citizens Advice can help. [Business decision: whether to join an alternative dispute resolution scheme]
- Your data: you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint
Errors in an update
Tell us and we will check it against the source and correct it. For any concern about your health, contact your own doctor, or dial 999 in an emergency.