What our correspondence includes
- Case reference
- Summary of issues raised
- Information requested
- Response date and time
- Link to methodology and policy pages
For businesses
If you have received correspondence from us, this page explains what to expect and how to respond.
A failure to respond does not establish that an allegation is true.
However, we may accurately report that a right-of-reply request was
sent and no substantive response was received by the stated date.
How to submit a response
Email your substantive response, supporting records, and contact details to:
Include the case reference in your subject line and all attachments.
Read right-of-reply policyWhat a useful response should contain
- Your account of what occurred.
- Responses to specific issues raised.
- Copies of relevant terms, records, or correspondence.
- Details of remedies already offered and any further proposal.
We welcome clear, evidence-based responses and genuine attempts to resolve consumer harm.