Sorry for the delay. If you haven't heard back from us yet, here is how to escalate your query. We are on your side and here to help.
This page explains our standard response times and what you can do while you wait.
Our standard response times
Our customer support team works to respond to all enquiries within 24-48 business hours.
Our core support hours are Monday to Friday, 9:00 AM to 5:00 PM BST, excluding UK public holidays. Messages sent in the evening, over a weekend, or on a bank holiday will be picked up on the next working day.
Why there might be a delay
While we aim to meet our usual response times, there are occasions when it can take a little longer:
High Enquiry Volumes: During busy periods, we handle a larger number of messages. To stay fair, we answer in the order received.
Complex Queries: Some enquiries need a detailed review or input from a specialist team (for example, credit or technical). We’d rather take a little extra time to give a complete and accurate answer than send a rushed reply.
What you should do
Before contacting us again, please take a moment to complete these two simple checks:
Check Your Spam or Junk Folder: This is a very common reason for a 'missed' reply. Please check your email's spam or junk folder to ensure our response hasn't been automatically filtered there by mistake.
Please Avoid Sending Multiple Messages: We answer all messages in the order they are received. Sending multiple new messages about the same issue can unfortunately reset your position in our queue. It is always best to wait for our reply to your original message.
If you've been waiting longer
If you have checked your spam folder and have been waiting longer than 3 business days for a response, please feel free to send us a follow-up message. The best way to do this is by replying to your original email (if you sent one) or by sending a new message via the in-app chat.
Once again, we sincerely apologise for any delay and thank you for your patience and understanding.