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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.

It's probably easier for you to tell us what's happened over the phone. You can call us on 0800 023 4567 or 0300 123 9 123.

You can also get in touch online or by filling out our Word or PDF form and emailing it us.

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

frequently asked questions

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 or make general enquiries online.

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?