Verified: 15 March 2026 08:40 am UK Time
Industry: Meal Kit Delivery
Jurisdiction: United Kingdom
Primary Regulator: Trading Standards / Citizens Advice
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Level 1: Customer Support.
- How to complain: Contact Gousto customer support via their official contact form, live chat, or by calling their direct customer care line at 020 3011 1002.
- Source Verification: Contact Us - Gousto Help Centre
- Availability: Monday to Friday from 9:00 AM to 8:45 PM, Saturday and Sunday from 9:00 AM to 7:45 PM (UK Time).
- Source Verification: Contact Us - Gousto Help Centre
- Timeline: Gousto aims to resolve standard queries within 24 to 48 hours, and under the UK Consumer Rights Act 2015, perishable goods must be as described, fit for purpose, and of satisfactory quality upon delivery.
Level 2: Formal Corporate Complaint.
- Who to contact: If standard customer service cannot resolve the issue, you must formally escalate the complaint in writing to their registered corporate headquarters addressed to the Customer Service Department, SCA Investments Limited T/A Gousto, Unit 1.8 & 1.9, The Shepherds Building Central, Charecroft Way, Hammersmith, London, W14 0EE, United Kingdom, and explicitly demand a “Deadlock Letter” if a resolution cannot be agreed upon.
- Source Verification: Terms of Use | Fresh Recipe Boxes - Gousto
- Timeline: Because the meal kit retail sector is unregulated by a statutory ombudsman, the standard UK 8-week resolution rule for a Deadlock Letter is not strictly mandated before pursuing alternative financial recourse.
Level 3: Approved Ombudsman.
- Authority: There is no statutory ombudsman for the retail food delivery sector in the UK, but for free consumer rights guidance, you can contact Citizens Advice; if Gousto refuses to issue a refund for missing, delayed, or spoiled ingredients, your primary legal and financial recourse is to contact your bank to claim a breach of contract under Section 75 of the Consumer Credit Act (for credit card purchases over £100) or to request a Chargeback (for debit cards or purchases under £100).
- Source Verification: Citizens Advice - Consumer
- Timeline: You can initiate a Chargeback or Section 75 claim immediately after the merchant issues a final written refusal to refund or replace the disputed goods.
Level 4: Legal Action.
- Pre-Litigation: Before commencing legal proceedings, UK Civil Procedure Rules require you to send a formal “Letter Before Action” (LBA) to their registered corporate entity, SCA Investments Limited, at their Hammersmith headquarters, giving them a final 14 days to settle the financial claim.
- Source Verification: Terms of Use | Fresh Recipe Boxes - Gousto
- Court/Arbitration: If the LBA fails and your bank/credit card provider refuses a chargeback, you can file a civil lawsuit using the Money Claim Online (MCOL) portal for financial claims up to £10,000 in the Small Claims Track of the County Court in England and Wales.
- Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Gousto 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!