How to Complain to Next
Step by step: where to complain, what to say, and where to go if Next does not put it right.
Consumer Protection UK is independent and is not connected to Next. This guide uses information published by Next and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Next official complaints page (opens in a new tab)
Next's complaints process page lists a phone number, an online form and a postal address in Leicester. You need to give your full details, and online customers also need their date of birth. - If it is not resolved
- Financial Ombudsman Service (credit-related complaints only)
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Next's page names the Financial Ombudsman Service only for credit-related complaints, and says the ombudsman will only look at your complaint once Next has had the chance to resolve it. For ordinary goods complaints it does not name a general ombudsman on this page, so ask it in writing which ADR scheme it uses.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Complain to the retailer that sold you the goods, not the manufacturer. Your contract is with the seller.
- Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a refund, and up to 6 months in which a fault is presumed to have been there from the start.
- If you paid by credit card, think about a Section 75 claim. For debit cards, a chargeback.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.
More on this company: Next Returns and Refunds: Policy and Your Rights