If you think our service falls short of what you expect then you can make a complaint.

Complain online

You can make a complaint online by completing the form on the button provided below.

Complaint form

Complain by post

Alternatively, you can also write to us at:

  • Customer Care,
  • Xoserve Limited,
  • 65 Lansdowne Gate,
  • Solihull,
  • West Midlands,
  • B91 3DL.

What happens when you complain to Xoserve

Every complaint we receive is taken seriously.

When you complain Xoserve will:

  • Aim to resolve all complaints within a few days.
  • More complex complaints that require input from multiple industry parties may take longer to investigate and resolve.
  • We'll get back to you with a verbal or written response within five working days, either to let you know we've fixed the problem or that we are investigating further.
  • You'll be given the name and contact details of the person who is managing your complaint

If you disagree with the outcome of your complaint

  • You can contact our Customer Care Manager who will re-investigate your complaint with you over a further five working days.
  • If you are still not fuly satisfied, you can escalate your complaint to our Head of Customer Experience.
  • Once reviewed, we will contact you within two weeks to confirm our final position.
  • Our response might include an apology, an explanation of what went wrong, or details of remedial actions we may be taking.