01 Everyday contact
For anything at all — a question before you buy, a problem with your access, a refund under our seven-day policy — write to us directly. We read every message.
02 Grievance Officer
If a complaint has not been resolved to your satisfaction through the address above, you can escalate it to our Grievance Officer.
03 What to expect
We acknowledge grievances within 48 hours and aim to resolve them within 15 days of receipt. If we need longer, we will tell you why and give you a date.
When you write, it helps enormously if you include the email address you used at checkout, the payment reference if there is one, and what you expected to happen.
04 Data requests
To see, correct, or delete the personal data we hold about you, write to either address above and say so plainly. See our Privacy Policy for what we collect and why, and the account deletion route if that is what you want.