Support
A person, at
an address
There is no contact form on this site. A form is a way of not giving somebody your address, and we would rather give you ours. Both routes below reach a person, and a person writes the reply.
- Telephone
- +44 7972840596
- When
- Monday to Friday, 9am to 5pm UK time. We answer every message, and a person writes the reply.
- How long
- Most emails are answered the same working day. Everything is answered within two. Anything about a charge or a cancellation is dealt with first, and complaints are resolved within five working days or you get a written explanation of why not.
What we can help with
- Anything about billing: a charge you do not recognise, a refund, a cancellation, a plan change, an invoice.
- Anything about your account: signing in, changing your email address, deleting everything we hold.
- A stage in the table that looks wrong to you. It is a written table and it can be corrected — tell us what is wrong and why.
- A sentence that matched the wrong stage, or one that matched nothing at all.
- Anything on this site that does not work with your keyboard, your screen reader or your browser.
- A request for a copy of your data, or for it to be deleted.
What we cannot
- Tell you whether your builder is dragging their feet, or whether anything about your job is normal. Nobody here can, and it would not be honest to try.
- Tell you how many days your particular job will take. The service gives ranges because a single figure would be a guess dressed up as an answer.
- Say whether work has been done properly, or look at a photograph of it. There is no way to send us one, and we would not form a view if there were.
- Advise you on a contract, a payment, a penalty or a dispute, or write anything you could use in one.
- Recommend a contractor, comment on one, or put you in touch with one.
When a question is about money, fault or a complaint, the reading does not run at all. There is no partial answer, because a partial answer would be the thing being asked for.
Cancelling
You do not need us for this. Sign in, open your billing page and cancel — two clicks, no reason required. The detail is on the cancellation and refunds page.
Complaining
Email us first and we will try to sort it out. If we cannot, the routes available to you — including the Sheriff Court Simple Procedure and free advice from Advice Direct Scotland — are set out in the terms of use.
Who you are dealing with
The registered name, company number, place of registration and registered office of the business behind this service are on the legal information page.