If there's something you're not happy with, we'd like you to tell the right people about it so that we can put things right.

In the first instance, our Customer Support Team is here to help and their aim is to provide the fastest solution for you.

Once we receive your complaint, you will be contacted within 5 working days (Mon-Fri) to discuss further.

If you are making us aware of a product-related issue after it has arrived at your home, our Customer Support team are the best team to contact.

We will ask you to provide essential information such as but not limited to photographs, videos and any related supporting documentation to show us what the issues are.

Contact us via the methods below:

Online -


Live Chat (Bottom Right)

Contact us page:

Post -

Customer Support Team, Back to the Office Limited, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

All complaints will be treated fairly, impartially, and equally without prejudice.

Within a maximum of eight weeks from the date of your initial complaint we will provide you with a final response. If you are not satisfied with the outcome, you can escalate further with the methods below.

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, we will forward it on to your credit provider, Klarna or Paypal.

They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.


If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.

You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

  • We haven't had the chance to put things right
  • We haven't exceeded the relevant timescale


Office Hours Monday to Friday: 9am – 5.30pm
Write to:
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

Financial Ombudsman

Alternatively, you have the right to refer your complaint to the Financial Ombudsman of you remain dissatisfied with the outcome.


By phone: 0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers.

Office Hours Monday to Friday: 9am – 5.00pm

All records of complaints will be held for a minimum period of 3 years, these are required for the purposes of monitoring.