We always want you to have an amazing experience when enjoying the latest movies and TV on blinkbox. If we’ve fallen short of your expectations, we’d like to help make things right. This complaint policy outlines what you should do, how we’ll deal with complaints and our commitment to get back to you. Of course, it doesn’t affect your statutory rights.
Raising an initial enquiry
In the first instance, you should contact our customer services team through the contact form, and advise them of what’s gone wrong, so we can try to fix things. The team are available from Monday to Friday, 7am to midnight, and we guarantee to respond to all emails within 24 hours. The vast majority of emails are handled within two hours.
Escalating your issue
If, after working to resolve your issue with a member of the team, you’re dissatisfied, you can ask for your case to be escalated to a supervisor. Our supervisors will review your case, and get back in touch within 48 hours with a suggested resolution.
Reviewing your issue
If you’re still not happy with our response, you can submit a complaint in writing to our Customer Services Manager, by sending a letter to:
Customer Services Manager
TalkTalk TV Store
28-30 Kirby Street
In your letter, please ensure you specify what's gone wrong and what you'd like us to do to resolve the issue.
You’ll receive a response to your letter, by email within 28 days. Please note that all complaints are dealt with in line with blinkbox terms and conditions, so we usually won't be able to overturn a previous decision that was made in line with the terms and conditions you agreed to when signing up.
If it’s going to take us a little longer to investigate your complaint, we’ll inform you as soon as we can.