Make a complaint
We are sorry something has not gone as it should. Tell us what happened and we will work with you to put it right.
Opens a short guided form · takes about 5 minutes
Everything you send us is handled in line with our Privacy Policy.
Can't use the online form? Email your complaint to our complaints team, or see other ways to complain.
Send your complaint with this form
The guided form could not load in your browser, but you can send us the same details here. Your complaint goes straight to our Customer Care team.
Thank you. Your complaint has been sent.
Our Customer Care team will send you a written acknowledgement with your case number within 2 working days. We aim to send a final response within 4 weeks, or within 8 weeks for complex cases.
If you have photos or documents, you can reply to our acknowledgement email with them attached.
How we handle your complaint
A clear, written process so you always know what is happening and when.
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We acknowledge your complaint
We log your complaint on our customer tracker and send you a written acknowledgement with your case number within 2 working days.
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We investigate and reply
Our complaints handler gathers the facts and aims to send a final response within 4 weeks. If your case is more complex, we will keep you updated and reply no later than 8 weeks from your first contact.
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You can escalate independently
If our final response does not resolve things, you can take your complaint to the relevant independent body, free of charge.
What if you are not happy with our final response?
If your complaint is about finance arranged through us, you can refer it to the Financial Ombudsman Service, free of charge, normally within six months of our final response.
For installations and service, independent routes such as RECC and MCS are set out in our Complaints Procedure, together with the full timescales we work to.