Complaints

Email [email protected], or write to us at the address below. So we can look into it straight away, please include:

1. your name, and the order number if the complaint is about an order;
2. what went wrong, and when;
3. photographs or documents, if they help show the problem;
4. what you would like us to do to put it right.

1. We acknowledge your complaint within 2 working days, and tell you who is dealing with it.
2. We aim to send a full response within 14 days. If we need longer — for example while a carrier or manufacturer investigates — we tell you why, and when to expect our answer.
3. Our response explains what we found and what we will do, such as a repair, replacement, refund or other remedy.

Reply to our response and say why. Someone who was not involved in the original decision will review the complaint and send you our final response. If we cannot resolve the complaint, our final response will tell you so, and whether an alternative dispute resolution service is available.

For free, independent advice about your consumer rights, contact the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk. Making a complaint does not affect your legal rights, including your rights under the Consumer Rights Act 2015 — see our returns and cancellations page.