Complaints procedure

If something has gone wrong, we would rather hear it from you than read it in a review. This is exactly what happens when you complain.

How to complain

Write to us through the contact page, putting "Complaint" at the start of your message. Please include your name, the email address on your account, what happened, and what you would like us to do about it.

What happens next

1. We acknowledge your complaint within two working days.
2. We investigate — that usually means reading your application record, our correspondence with you, and any payment history.
3. We give you a written outcome within ten working days. If we need longer, we tell you why and give a new date.
4. If we got it wrong, we say so, put it right where we can, and refund where a refund is the right outcome.

If you are still unhappy

Ask us to review the decision and a different person will look at it. Because we are not a regulated legal services provider, the Legal Ombudsman route is not available for our service. You keep your ordinary consumer rights, and you can raise a dispute with your card provider or with your local Trading Standards service through Citizens Advice.

Complaints about the Office of the Public Guardian

We prepare documents; the Office of the Public Guardian registers them. Delays, rejections or decisions on registration are theirs, not ours, and are complained about directly to them. Our guide on how long registration takes explains the current process.