Last updated 27 October 2026.
1. We want to hear from you
If something went wrong with the service, a charge, our support or how we handled your data, tell us. We treat every complaint seriously and use them to improve.
2. How to complain
Email [email protected] with the word "Complaint" in the subject, your name, your account email, what happened, what you expected and what you would like us to do. Please include order, invoice or ticket numbers and any screenshots. You can also open a ticket in your dashboard and choose the topic that fits.
3. What we do
- We acknowledge your complaint within one business day.
- A person who was not involved in the original matter reviews it where we can.
- We aim to give you a final answer within 10 business days. If we need longer, we tell you why and when to expect it.
- Our answer explains what we found, what we will do and, if we cannot agree, why.
4. If you are still not satisfied
Reply to our answer and ask for it to be reviewed by a senior member of the team. We will answer within 10 business days.
If you remain unhappy, you may have other options depending on who you are and where you live, such as an alternative dispute resolution body, your payment provider or bank for a payment question, or a court. Complaints about how we use personal data can go to the Information Commissioner's Office at ico.org.uk.
5. Charges and chargebacks
Please contact us before you dispute a charge with your bank. We can often fix a mistake faster than a chargeback. If a chargeback is opened, we may suspend the related Number while it is reviewed.
6. What we do with complaints
We keep a record of each complaint and its outcome, review them for patterns and fix the causes. We handle the personal data in a complaint under our Privacy Policy.