You can send your complaint or an expression of dissatisfaction to the following address:
020 3657 1900
143 New Bond Street
We aim to resolve all complaints in a timely manner and propose a mutually acceptable solution promptly.
If you decide to write to us, we will send you a written acknowledgement within five working days of receiving your complaint.
We will fully investigate and send you a detailed response (‘final response’) within eight weeks of receiving your complaint.
The Website is not intended for children and we do not knowingly collect personal data relating to children. In order for us to conduct our investigations thoroughly please include as much information as possible in your complaint.
Once we have all the necessary information, we will consider the complaint fairly and impartially before notifying you of our decision in writing.
You may accept our decision or reject it. If you reject it, we will revisit your complaint in light of any additional information. If you do not respond, we will treat your complaint as closed. In the unlikely event that no response is provided by us within the eight week period, we will write to you again explaining why.