Help & Info

Complaints Procedure


How can I contact the complaints team?

If you need to get in touch with Customer Care, our team is here to help and will ensure your query reaches the right people, so that we can get this resolved for you as soon as possible.

Email: customercare@peacocks.co.uk

Call: 0330 124 2185

*Cost will be no more than a local call from a landline, and calls made from a mobile phone will be included in your inclusive minutes or discount scheme.

Telephone Line Opening Hours

Mon-Fri 9.00am to 5.30pm GMT

Sat 9.00am to 1.00pm GMT

Post: Customer Services, Capital Link, Windsor Road, Cardiff, South Glamorgan CF24 5NG.


What Information do you need for a complaint?

  • Provide as much information as possible (including your order number and Peacocks registered email), so our team can support you right away.
  • Once we’ve received your query, the relevant team will get back to you as soon as possible. During busy times however, this may take a little longer.
  • All our teams that can resolve your query specialise in Customer Care, so rest assured that you’re connecting with the right team.

How long will it take to answer my complaint?

  • The Customer Services Team will acknowledge your complaint within 2 business days.
  • For standard refunds or exchange issues see https://www.peacocks.co.uk/returns-and-exchange
  • For more complex issues we aim to respond to you within 10 working days.

    • What if I am not happy with your decision?

  • If you are not happy with the decision of the Customer Services Team you may ask for it to be reviewed by the Company Secretary.
  • The Customer Services Team may pass issues of a complex or unusual nature directly to the Company Secretary.
  • The Company Secretary will acknowledge the receipt of the complaint within 5 working days.

    • I have a Credit related Complaint:

    • Complaints relating to the credit facilities (Clearpay/Paypal), made available to you on the website, are provided by a third party, your contract is with the credit provider. Complaints relating to these credit facilities should be raised directly with the credit provider.
    • If you are unsatisfied with the remedy of the credit provider then you may contact the independent financial ombudsman: www.financial-ombudsman.org.uk.
    • The Ombudsman will only consider your complaint once you have sought to resolve the issue with the credit provider.

      • How do I contact Clearpay?

        You can reach Clearpay on 0808 1649707 or by visiting https://www.clearpay.co.uk. Peacocks is unable to answer any queries related to Clearpay payments.


      How do I contact Paypal?

      Peacocks is a trading name of Anglo Global Property Limited, a company registered in England with registered number 10688906, and registered office at One St Peter’s Square, Manchester, M2 3DE.

      This policy does not affect your statutory rights.