If you aren't happy, we want to hear about it. Every complaint we receive is examined in-depth, so we can try and put it right and ensure the issue doesn't happen again. You can read more about how we handle complaints in our Customer Complaints Code of Practice.
If it's been eight weeks since you complained and we haven't been able to sort things out, you can refer your complaint to Ombudsman Services: Communications. It's a free, independent service for customers who aren't satisfied with the final outcome of their complaints. As well as visiting their website, you can call them on 0330 440 1614.
If you're unhappy with a purchase you made online, you can use the Online Dispute Resolution service.