Complaints Procedure

How do I pass on any feedback or raise a complaint?

If you have a complaint, please contact us at

After receiving the correspondence we will:

1.Send you an email acknowledging your complaint and asking you to confirm or explain any additional details that may be needed. You can expect to receive our correspondence within 7 days of us receiving your complaint.

2.We will then, within 14 days of your complaint being received, send you a detailed written reply including our suggestions which we hope will resolve your complaint. The letter will contain all options available to you whether you are satisfied or unsatisfied with the handling of the Complaint.

3.If we have to change any of the timescales above, we will let you know and explain why.

We may decline to consider complaints that are made more than six months after the user became aware of the cause of complaint.

he details for the Legal Ombudsman are as follows:

Legal Ombudsman
 PO Box 6806,

Tel: 0300 555 0333


As an alternative you are entitled to complain via the EU Platform.

The European Union, in order to promote e-commerce, has stipulated that consumers who buy a product or service online should have the ability to submit complaints to traders via an EU platform. The complaint, once submitted, will be translated to an alternative dispute resolution entity to try to facilitate a solution. This service is accessed via the following link:

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