Editorial policy

Independence

Customer Care Info is editorially independent. Providers cannot pay to be included, to change their complaint route, or to improve their position in a list. Advertising is sold separately from editorial decisions.

Who writes and reviews our guides

Guides are written and reviewed by the Customer Care Info editorial team. Each guide shows a byline, the date it was last reviewed and a link back to this policy. We use primary sources — provider complaint pages, regulator guidance, code text and ombudsman scheme rules — and we update a guide when a deadline, scheme or contact route changes.

This is a small editorial operation, not a law firm or a regulator. We do not invent credentials, and we do not present the site as legal advice. If a guide affects a decision with a deadline, confirm the current rule with the provider or regulator before you rely on it.

What we publish

For each provider, we aim to publish:

• The main customer service channels and their current hours.
• A formal complaint route.
• An escalation ladder with deadlines.
• The relevant regulator or ombudsman.
• Sector-specific rights and remedies.
• At least two provider-specific FAQs.
• A complaint letter template.
• Links to the official source pages.

Sourcing

We prefer primary sources: the provider's own contact and complaint pages, regulator guidance, statute or code text, and ombudsman scheme rules. We do not rely on affiliate directories, scraped phone-number lists or unsourced social media posts.

Every provider listing includes a source list. If a source changes, the page is reviewed.

Verification levels

• Verified: an editor has checked the contact channels, complaint route and regulator against primary sources, and recorded the date.
• Provisional: the listing is compiled from official pages but has not yet completed the full verification pass. The page still shows a last-checked date and source links.

Provisional listings are reviewed on a rolling schedule. Safety-critical details, such as emergency numbers, are checked first.

Updates

Contact details change without notice. We re-check provider pages on a regular cycle and immediately when a correction is reported. The date on each listing tells you when it was last checked, not when the provider last changed its details.

If you spot an error, use the contact page with the URL and the official source. We aim to review corrections within a few working days.

Corrections

When we correct a material error, we update the page and the last-checked date. We do not silently rewrite a page to hide a mistake.

Use of automation

We may use software to help structure, compare and draft content. Automated tools are not a source of truth. Published listings are reviewed against official pages, and the source links are visible so readers can check them.

Complaints about the site

If you believe a page is unfair, inaccurate or misleading, contact us. Include the URL, the passage you dispute and the evidence. We will review it and respond.

Advertising

Ads are labelled by the ad network and kept separate from editorial content. We do not place ads inside the escalation steps or the complaint letter in a way that could be confused with guidance.

Last updated: 3 November 2026