Complaints
We take every complaint seriously and aim to resolve issues quickly and fairly.
How to make a complaint
If you're unhappy with our products or service, please contact us in the first instance. We aim to resolve all complaints within 5 working days.
Our complaints procedure
Contact us
Reach out by email or phone. Please include your order number, name, and a clear description of the issue.
We acknowledge
We'll acknowledge your complaint within 2 working days and give you a reference number.
We investigate
We investigate your complaint thoroughly and aim to provide a full response within 5 working days.
Resolution
We'll propose a fair resolution. If you're not satisfied, you can escalate to our senior management team.
If you're still not satisfied
If we are unable to resolve your complaint to your satisfaction within 8 weeks, you have the right to refer your complaint to the Communications Ombudsman.
The Communications Ombudsman is a free, independent service for resolving disputes between consumers and communications providers.
Communications Ombudsman
Website: ombudsman-services.org/communications
Phone: 0330 440 1614
Our goal is always to resolve issues before they escalate. Please reach out — we want to put things right.
Email help@helloiq.uk