What you'll do
- Understand what makes a complaint clear and effective
- Gather the facts and dates you need
- Set out what went wrong and the outcome you want
- Send your complaint to the right place
- Know what to do if the complaint is not resolved
5 min
When to complain
You can complain if you feel you have been treated unfairly, contacted in a way you find unreasonable, or if a mistake has been made with your account. A good complaint is calm, specific, and says what you would like to happen.
This is general information, not legal advice. If your complaint is not resolved, the free services below can guide you further.
Gather your facts
Before you write, collect:
- The reference number for your account
- Dates of the calls, letters or events involved
- A short note of what happened, in order
- Copies of any relevant messages
Step-by-step
- Start with your name and reference number so your complaint can be matched to your account.
- Describe what happened, in the order it happened, sticking to the facts.
- Explain clearly why you are unhappy.
- State the outcome you are seeking — for example, an apology, a correction, or a change in how you are contacted.
- Send it in writing and ask for written confirmation that it has been received.
- Keep a dated copy of your complaint and any reply.
You can find ways to reach us in the Help Centre.
If it is not resolved
If you are not satisfied with the response, you can escalate the matter. See our guide on how to escalate an unresolved dispute for the next steps.
Good to know
- A clear complaint states the facts, the problem, and the outcome you want
- Gather dates and references before you write
- Put it in writing and ask for confirmation it was received
- You can escalate if the response does not resolve things
FAQ
What should I include in a complaint?
Your name and reference, a factual description of what happened with dates, why you are unhappy, and the outcome you would like. Keep it calm and specific.
How long will a complaint take to resolve?
Allow a reasonable period for it to be investigated and answered. Ask for written confirmation that it has been received and keep a record of any reply.
What if my complaint is not resolved?
You can escalate it. There are also free, independent services that can help you take an unresolved complaint further.
Still not sure? Our team is happy to talk it through.