Complaints procedure
Last updated: 26 July 2026
We take complaints seriously and use them to improve the service. Here's how the process works.
Step 1 — Tell us
Send a support request through our contact page with:
- Your name and preferred contact address.
- What happened, and where on the site.
- The outcome you'd like.
- Any screenshots or URLs that help.
We acknowledge every complaint within 2 working days and aim to give a full response within 10 working days.
Step 2 — Review
If you're not satisfied with the initial response, reply and ask for the complaint to be escalated. A senior team member will re-examine it and respond within 15 working days.
Step 3 — External escalation
- Data protection: Information Commissioner's Office — ico.org.uk.
- Editorial content: we are not a member of a press regulator, so editorial complaints are handled by us directly through the process above.
- Safeguarding: follow our safeguarding policy.
Vexatious complaints
We may decline to engage with abusive, repetitive or clearly unfounded complaints, and will explain why in writing.