Complaints and data protection requests

How do I make a complaint?

You can complain about any part of our service, including how we handled a letter, a missed service level, billing or how we used your personal data. Use the form below and tell us:

• your reference, if you are a customer
• what happened and when
• what you would like us to do to put it right

If your complaint is about a legal or official letter with a deadline, say so at the start of your message so we can deal with it first.

Send us your complaint

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Your name

Your email address

Phone number Optional

Your complaint Include your reference if you are a customer

Send my complaint

We use these details only to deal with your complaint. See our privacy notice.

What happens after I complain?

1. We acknowledge it

   We aim to confirm by email within two working days that we have your complaint.

2. We look into it

   We check the records for your account, including the log of your post where it matters, and may ask you for more detail.

3. We reply in full

   We aim to reply in full within ten working days, explaining what we found and what we will do. If we need longer we will tell you why and when to expect our reply.

4. If you are still unhappy

   Reply to tell us why and we will look at it again.

How do I make a data protection request?

You can ask for a copy of the personal data we hold about you, or ask us to correct it, delete it, restrict how we use it, stop using it or send it to you in a portable format. Our privacy notice explains each right and when it applies.

Send your request through our contact form and choose Data protection as the enquiry type. Tell us which right you want to use and give your reference if you are a customer.

We will reply within one month of receiving your request, which is the time UK data protection law allows. If a request is complex or you make several, the law lets us extend this by up to two more months, and we will tell you within the first month if we need to. We may ask you to confirm your identity first so we never give your data to the wrong person. There is usually no charge.

Can I complain to the ICO?

Yes. If you are unhappy with how we have handled your personal data, or with our answer to a data protection request, you have the right to complain to the Information Commissioner's Office, the UK regulator for data protection. It helps if you raise it with us first so we can try to put it right, but you do not have to.

You can find out how to complain on the ICO website at ico.org.uk.