All FAQs

You can order hard copies of the leaflet online – or we can provide you with an electronic version of the leaflet, so you can print it yourself under licence from us (you'll first need to sign a licence agreement, please contact us for more information about this).

The leaflets are free for public libraries and consumer advice agencies like the Citizens Advice Bureau – and we can provide them in a number of different languages and formats.

You can also email a link to the version of our consumer leaflet on our website – rather than posting an official printed copy if your customer has referred their complaint to you by email.

In some cases, complaint-handling rules mean that you have to give customers a physical copy. Find out more information about the complaint-handling rules.