Complaints about our billing service


If you'd prefer to speak to one of our team straight away, please call us for free - or use our Live Chat service.

Our Live Chat service is available 8am to 8pm Monday to Friday and 8:30am to 1:30pm on Saturday. Look for the button in the bottom right corner of your screen.

You can also direct message us on Facebook or Twitter

Speak to an advisor

0800 052 0145

8am to 6pm Monday to Friday and 9am to 1pm on Saturday

If you complain, what can you expect?

  • We will do our best to sort out any issues for you straight away.
  • If it’s complicated and we need more time, we'll always let you know first.
  • You'll receive a named contact of the person who is investigating your complaint. 

If your complaint is about a disputed debt, we will put any debt recovery process on hold until we have completed our investigations. It's important to remember that you should continue to pay any amount not in dispute whilst we investigate.

Not satisfied with our response?

If you have raised a complaint but are not satisfied with our response, then you can ask for your case to be reviewed.


Find out more