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How to complain about Buckhill or to report abuse

Website, Website Software & Service Use Agreement

We aim to provide the very best possible service, but we may not always get it right, or something may have happened that we are not aware of.

When making a complaint, in the first instance it should be made to the person you have been dealing with, because they will usually be the best person to resolve the problem. If you feel unable to do this, or you have tried and were unsuccessful, you may contact us directly by phone, email or letter.

eMail Abuse: support+abuse@buckhill.co.uk
Complaints: support+complaints@buckhill.co.uk
Or use our contact form
01903 250250
Buckhill Customer Service Centre
PO BOX 1214,
Spalding, Lincs,
PE11 9FS

What happens next

We will email you within 5 working days to tell you who will handle your complaint.

We will then attempt to resolve your complaint. You will receive a response from us by email within 5 working days informing you what we have done or plan to do in order to put things right.


If you are still unhappy

If you are not happy with how we responded to your complaint, you should contact our Corporate Complaints Team within 20 days and provide the following information;

  1. Why you were unhappy with our response
  2. What outcome you would like to achieve

You can contact our Corporate Complaints Team by phone, email or letter:

Buckhill Corporate Complaints Team
PO BOX 1214,
Spalding, Lincs,
PE11 9FS

Phone: 01903 250165
Email: support+complaints@buckhill.co.uk


What happens next

We will email you within three working days to tell you who will handle your complaint.

Your complaint will be reviewed. The information about your complaint and the way we dealt with it will be reviewed by our Corporate Complaints Team. In some cases we may ask another member of Buckhill staff or someone who is independent of Buckhill to investigate it further. If there is a more appropriate way to resolve your complaint, we will discuss and agree it with you.

We will send you the outcome of the review within 15 working days. If we need more time, we will (email) to you to explain the reason for the delay.


To Report Abuse

Please use our contact form report any incident of abuse concerning Buckhill, and place Abuse in the subject box.

In the 'How can we help' text box, please state the following;

  1. Nature of the abuse (inappropriate images, language etc.)
  2. Date, time of abuse event

Please be sure to fill in the form with your name, email address and contact phone number so that we may discuss the situation and reach a quick resolution.

We thank you for your cooperation.


What happens next

We will email you within 3 working days to tell you who will handle your abuse report. We will then attempt to resolve the situation. You will receive a response from us by email within 5 working days informing you what we have done or plan to do in order to resolve matters.

We're happy to talk

Our offices are open 8.30am - 7pm GMT, Monday to Friday - but you can always contact us via email. When we receive your email during opening hours, we aim to respond within 30 minutes or less. Should your email reach us out of hours, we will contact you when the office re-opens.

You can contact us using live chat

Buckhill