Complaints is operated by Bonus Media Ltd.

We are committed to providing a high standard of customer service and handling any complaints sensitively, quickly and effectively. We value customer feedback as an opportunity to improve our service.

Please note: we provide a comparison service. We are not a broadband provider. If your complaint is about your broadband provider, please contact them directly.

How to make a complaint

Written complaints can be made via email to or sent to:

Bonus Media Ltd
The Media Centre
7 Northumberland St
West Yorkshire

Verbal complaints can be made by telephone on 0208 798 3684.

What we will do

Where a complaint can be resolved immediately, we will aim to do so. If it is a more complex issue, it may take up to 30 days for us to investigate and respond fully.

We will:

  • Acknowledge your complaint within 5 working days.
  • Record your complaint in our complaints log.
  • Tell you what we are doing to investigate your complaint and how long it will take.
  • Tell you our conclusions and any actions we have taken as a result of your complaint.

We respect your privacy. Complaints are confidential.

If you are not satisfied with our response, you may ask for it to be reviewed by a director.

Our comparison service is accredited by Ofcom. If your complaint involves our responsibilities under the accreditation scheme and you are not satisfied with our response, we can provide you with contact details for the relevant team at Ofcom.