This guide helps with
- Understand what you can complain about
- Know how to make a complaint clearly
- Learn what information helps your complaint
- Understand what should happen after you complain
- Know where to go if you are not satisfied
5 min
What's happening
If you feel contact has been too frequent, at the wrong time, or has not respected a preference you set, you are entitled to complain. Raising a complaint is a normal part of being treated fairly, and a reasonable response is to look into it properly rather than dismiss it.
This is general information, not legal advice. If you need advice, the free services linked below can help.
What you can do
To make your complaint clear and easy to act on:
- State plainly what happened and why it concerned you.
- Quote your reference number.
- Include relevant dates and times of contact, if you have them.
- Say what outcome you are looking for.
Keeping it factual and calm helps us understand and respond.
Step by step
- Note the details — what happened, when, and how it affected you.
- Contact us and say you wish to make a complaint about how you were contacted.
- Provide your reference and any dates or times.
- Put the complaint in writing and keep a dated copy.
- Allow a reasonable time for a response, then follow up if needed.
You can raise a complaint through our contact page.
If you're not satisfied
If you have complained and are not happy with the outcome, you can escalate it. You may also be able to take the matter to an independent body, and free advice services can guide you on your options. Our Help Centre has more on raising and escalating concerns.
Good to know
- You can complain if contact has been unfair or excessive
- Keep it factual — what happened, when, and the outcome you want
- Put it in writing and keep a dated copy
- If you are not satisfied, you can escalate or seek independent help
FAQ
What can I complain about?
Anything you feel was unfair — contact that was too frequent, at the wrong time, or that ignored a preference you set. Explain clearly what happened.
How long should a complaint take to resolve?
Allow a reasonable period for us to look into it and respond. If you do not hear back, follow up in writing and keep a record.
What if I'm still not happy after complaining?
You can escalate the complaint, and you may be able to take it to an independent body. Free advice services can explain your options.
Still stuck? Our team is happy to help you sort it out.