Complaints procedure.

Last updated: 4 October 2026

We work hard to get things right, but sometimes we don’t. If you’re unhappy with any part of our service, please tell us. We take every complaint seriously and use what we learn to improve.

How to complain

You can contact us in whichever way suits you:

  • Email: [email protected], with “Complaint” in the subject line
  • Phone: 0333 344 8266
  • Post: Complaints, Hill Davenport Limited, Unit 19 Millmead Business Centre, Millmead Road, London, N17 9QU

To help us resolve things quickly, please tell us:

  • your name and how you’d like us to contact you
  • the registration number and the email address used for your order, if your complaint relates to a check
  • what went wrong and when
  • what you would like us to do to put it right

What happens next

Stage What we do Timescale
Acknowledgement We confirm we’ve received your complaint and tell you who is dealing with it. Within 2 working days
Investigation We look into what happened, review your order and records, and may ask you for more information. Usually within 10 working days
Response We explain what we found and what we will do to put things right. Within 14 days of your complaint
Final response If the matter is complex, we’ll keep you updated and send our final response. Within 8 weeks at the latest

If you’re still not happy

If you’re not satisfied with our final response, please let us know and a senior member of our team will review your complaint.

You can also:

  • Get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133, or at citizensadvice.org.uk.
  • Contact your card provider if your complaint is about a payment. You may be able to ask for a chargeback.
  • Complain to the Information Commissioner’s Office if your complaint is about how we’ve handled your personal data, at ico.org.uk.
  • Take legal action, for example through the small claims court, as a last resort.

You may also find these pages helpful: Refund Policy, Data Guarantee and Terms & Conditions.

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