Complaints Process

New Complaints

If you have a complaint, please contact us so we can put it right.

You will need to provide your full details, if you're a Directory/Online customer, you will also need to include your date of birth.

Call:0333 777 8247*
Write:Next Retail Ltd
Gedding Road


Please note, complaints by email should only be directed to the above e-mail address, to ensure they are dealt with as quickly as possible. Any complaints directed to any individual’s email address, may not be handled as promptly.

To view our Credit Services Complaints Procedure, please Click Here.

Existing Complaints

If you've already spoken to someone about your complaint and they haven't been able to resolve it, our Complaints Resolutions team can step in. To speed things up, please kindly provide:

  • Your name, address and phone number.
  • The details about your complaint - e.g. store name, item number and your account or order number.
Next Retail Ltd
Desford Road
LE19 4AT

Credit Complaints - Financial Ombudsman Service

In the unlikely event that you remain dissatisfied with our response to any complaint regarding a Next credit product or service, you may be entitled to refer it to the Financial Ombudsman Service.

The Ombudsman will only consider your complaint if you have given us the opportunity to resolve it first. It is also important to note that the Financial Conduct Authority (FCA) does not investigate individual complaints. Therefore, please contact us directly in the first instance.

*For call charges contact your service provider.

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