Complaints Procedure

Your views are important to us. If for any reason we do not deliver the standard of service you expect, or if we make a mistake, please tell us. We will investigate the situation and set about putting it right as quickly as possible, and where appropriate, we will take steps to avoid making similar mistakes in the future.

If you wish to make a complaint about the service we have delivered, our complaints procedure is detailed below:

Step 1

Check out the Frequently Asked Questions: where we aim to answer any queries or concerns you may have about our subscription service.

Step 2

If the FAQ's do not satisfy your concern you can contact us in the following ways:

Give us a call: on 01858 438 884 

We will try to resolve the situation then and there, or if a satisfactory resolution can not be provided immediately, we will arrange a convenient time for the Team Leader to call you back. In all cases we will seek to find a resolution within a maximum of 5 working days. (Due to the worldwide Coronavirus pandemic, we are currently experiencing staff shortages within our customer services team. Please bear with us as response times will be slower as a result of these exceptional circumstances. If you have contacted us due to your latest issue not arriving, please know that there may be postal delays in some areas. The latest delivery updates can be found at

Contact us online

We will respond to your email within 5-10 working days

Step 3

If having followed steps 1 and 2, you are not satisfied with the outcome, please outline your concerns via email to:

Julie Thompson
Head of Customer Experience

The Head of Customer Experience will acknowledge your complaint within 5 working Days and a senior member of staff will investigate the complaint and contact you within a maximum of 10 working days with a response and any proposed course of action. This is the final step in the complaints process and there is no further appeal against the company's response after reaching this stage.

*Please note the Contact Centre opening hours are: 0800hrs – 2130 hrs (Mon-Fri) and 0800 - 1600 hrs (Sat). Please provide your full name, Subscriber No, Magazine Name and your telephone number or email address, if you would prefer us to contact you in this way.