Customer Complaints Policy

If you have a complaint please follow the following steps:

Step 1

If you have not already been in touch with your complaint, please ensure that you have opened a support ticket by logging into your account on

GO to “My Account” ->> “Support Desk” ->> “Submit Ticket

While you are awaiting a response from our support team, please refer to our “Knowledgebase” to see if your issue is already listed with a solution.

We aim to respond to all support issues within 24 hours.

Step 2

If you have not received a response that you’re happy with the next step is to make a formal complaint.
All formal complaints must be made in writing to:

Customer Complaints

11 Hilltop Avenue



NN14 2LG

Usually our Head of Customer Support will review all complaints within 72 hours and provide an initial response while they investigate the issue.
We will then provide a full reply to the complaint within 10 working days.loggingot your account on and