How to raise one

Send it from the email on your account, with the order or transaction reference. A complaint made through a friend's account or a social message is not a complaint we can act on.

How long we take

We acknowledge within two working days and give a substantive answer within fifteen. If we need a document from you, the clock pauses while we wait.

Escalation

If you are not satisfied with the answer, ask for it to be reviewed by someone who was not involved in the first decision.

Final step

Where a dispute resolution scheme or regulator applies to your account, we tell you which one and how to reach it. We do not require you to waive that route.

Last updated14 October 2026

Version1.0

Applies toAll users and visitors