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Our Complaints Policy

  • How do I make a complaint?

  • We hope that you never need to make a complaint, but if you do our helpful and friendly Customer Services Team is on hand seven days a week.

    You can get in touch using whichever contact method you prefer. Click here for our full contact details.

    Most complaints can be dealt with in seven days, but if we need to carry out a more detailed investigation it might take longer. If this is the case, we’ll be in touch to let you know what’s going on and when we’re likely to have an outcome for you.

    If we can’t resolve your complaint (these situations are very rare), we work with The Consumer Ombudsman who will independently review your case and come up with a fair resolution. Click here for details about The Consumer Ombudsman service.

Ask us your question

For immediate answers, click on the “chat help” option below.

These services are available 8am-11pm Mon-Sat, 10am-10pm Sun (UK times) and longer during peak periods. On Twitter and Facebook, we can only answer to their account holders
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Sometimes we can sort things over the phone, if you are happy for us to give you a call please include a contact phone number

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