If something’s wrong, tell us.
Complaints make us better, and raising one will never be held against you or your membership. Here is exactly what happens when you do.
How it works
1 · Raise it
However suits you
Phone, email or write to us via the contact page — put “complaint” in the subject so it reaches the right person first time.
2 · We acknowledge
Within 2 working days
You’ll get a named person handling your complaint, not a ticket number bouncing between teams.
3 · We answer properly
Within 10 working days
A full written reply: what happened, why, and what we’ve changed. If we need longer, we tell you when and why before the deadline passes.
If we can’t put it right
If you’re not satisfied with our final reply, you can take your complaint further, free of charge, to an independent body.
The independent escalation route, with full contact details, will be published here before the first draw.
Complaints about how we’ve used your data can also go to the Information Commissioner’s Office — see the privacy notice.