How can we help?
Find an answer below, or ask our care team from your account. We usually reply within 4 hours, right where you asked.
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Ask our care team
Write to us from your account and add a report or a photo if it helps. We reply there, usually within 4 hours.
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Answers
Questions people ask us
Open one to read the answer. If yours is not here, ask our care team.
Account and sign-in
Signing in, your number or email, your details.
I did not get my sign-in code. What can I do?
Wait a minute and press Send again: codes take a little longer on some networks. Check the number has the right country code. If it still does not arrive, call our helpline and we will check your account with you on the phone.
Do I need an account to ask for help?
Yes, so your questions, our answers and any reports you send stay private to you and our care team. If you sent an enquiry with your phone number, an account is already waiting for you: sign in with the same number.
Appointments
A visit you booked, its time or place.
How do I move or cancel an appointment?
Open My Appointments in your account and choose Ask to change or Ask to cancel. Our team confirms the new time with you. You can also ask in Help & Support.
Payments and bills
A payment, a receipt or a charge you do not recognise.
Can I get a receipt for a payment?
Yes. Ask in Help & Support under Payments and bills, tell us the date and the amount, and we will send the receipt to your account.
Documents and reports
Sending or finding a report, a letter or a form.
How do I send you a report or a scan?
Add it to a message in your account: PDF files and photos up to 10 MB each. Only you and our care team can open it, and you can take it back for 24 hours if we have not replied yet.
Complaint
Something went wrong and you want us to put it right.
Something went wrong. How do I complain?
Choose Complaint when you ask for help and tell us what happened. A senior member of the team reads every complaint. If our answer does not put it right, you can write to our grievance officer, named on this page.
No answer matches that yet
Try another word, or ask our care team. A real person reads every question.
Sign in to askWhen you ask
What happens next
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1
You tell us
Pick what it is about, write a line or two and add a report or a photo if it helps.
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2
We reply in your account
Usually within 4 hours. You see it under Help & Support, and you can write back any time.
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3
It is sorted
Mark it answered when you are happy. If something comes up again, write on the same request and it opens again.
If something went wrong
Not happy with our answer?
Tell us first in your account under Complaint: a senior member of the team reads every one. If our reply still does not put it right, write to our grievance officer.
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