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how to complain

1. talk to the business first

First, give the business you’re unhappy with a chance to put things right. They have up to eight weeks to give you an answer.

If you’d like us to contact them for you, just get in touch.

2. tell us if you're unhappy?

If the business doesn't answer within eight weeks – or you’re unhappy with what they say – get in touch with us.

3. give us more details

We may need a few extra details if you're complaining about:


getting things sorted

everything you need to know

watch our video on YouTube

what’s keeping you awake at night? video still

need help

customers often ask ...

need any help?

If you're not sure how to get started, get in touch.

You can ring us on 0300 123 9 123 or
0800 023 4567. We're here from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

You can also email us at

We can talk to you in a different language or format (like large print or audio) or using an interpreter. Just let us know how we can help.

people we’ve helped …

“wonky worktops turned my dream kitchen into a nightmare”

Laura had been looking forward to her new kitchen – but when the worktops arrived they were damaged and didn’t fit ...

… find out how we helped Laura

what’s keeping you awake at night?

worried about payday loans and think you’ve been treated unfairly?

we can help with payday loan worries …

payment protection insurance (PPI)

not sure who to contact about PPI?

  • you don't need to use a claims manager
  • tell the business who sold you the PPI
  • if you're not happy, talk to us or phone our consumer helpline on 0300 123 9 123 or 0800 023 4567