Verified: 15 March 2026 04:25 am UK Time
Industry: Food & Grocery Delivery
Jurisdiction: United Kingdom
Primary Regulator: Trading Standards / Citizens Advice
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Gopuff UK staff will never ask for your account PIN or password.
Level 1: Customer Support (Initial Complaint)
- How to complain: The quickest way to resolve an issue is via the Gopuff App. Go to Account > Help > Chat with Support. Alternatively, you can email their dedicated UK support team directly.
- UK Support Email:
support.uk@gopuff.com - Timeline: Under the Consumer Rights Act 2015, perishable goods (like groceries) that are faulty, missing, or not as described entitle you to a prompt refund or replacement. You should expect a resolution within a few days, not weeks.
- Source Verification: Gopuff UK Official Help Center
Level 2: Formal Corporate Escalation (Notice of Dispute)
- Who to contact: If standard customer service fails or ignores you, escalate the matter formally by writing to their UK registered office. You do not need to ask for a “Deadlock Letter” as Gopuff is not part of a regulated ombudsman sector.
- Registered Company Details (for formal/legal mail):
GoBrands UK Holdings Ltd
48 Hoxton Square
London, N1 6PB - Timeline: Give them a reasonable timeframe to respond to a formal written complaint. 7 to 14 days is standard for general retail disputes.
- Source Verification: Gopuff UK Terms & Conditions / UK Companies House.
Level 3: Regulatory Guidance (Citizens Advice)
- Authority: Because grocery delivery lacks a statutory Ombudsman, there is no binding “Level 3” authority that can force Gopuff to refund you without going to court. However, Citizens Advice can provide free legal guidance and log your complaint with Trading Standards.
- Important Note: Trading Standards uses this data to investigate widespread company breaches or safety issues, but they will not take up your individual case to get your money back.
- Portal/Contact: Citizens Advice Consumer Service
- Source Verification: Citizens Advice - If you have a problem with a company
Level 4: Legal Action (Letter Before Action & Small Claims)
- Pre-Litigation: If they refuse to refund you for a breach of contract (e.g., undelivered goods), you must send a formal Letter Before Action (LBA) to their registered Hoxton Square address (listed in Level 2). This must outline the dispute, the money owed, and give them a final 14 days to pay before you file a court claim.
- Court Action: If the 14 days pass without resolution, you can file a claim via Money Claim Online (MCOL) for claims up to £10,000 in England and Wales (or the equivalent Simple Procedure in Scotland / Small Claims in Northern Ireland).
- Source Verification: Ministry of Justice - Practice Direction: Pre-Action Conduct
Community Action: Is Gopuff UK still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right legal templates!