Verified: 14 March 2026 06:40 pm UK Time
Industry: Food Delivery Platform
Jurisdiction: United Kingdom
Primary Regulators: Trading Standards / Citizens Advice
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Just Eat does not have a public inbound phone number for customer food orders. Staff will never ask for your account PIN, ask for your bank details via text message, or ask you to move money to a “safe account”.
Level 1: Customer Support (Initial Complaint)
- How to complain: You must raise your complaint via the “Help” section within the Just Eat app or website. Navigate to your recent orders, select the specific delivery, and use the automated prompts to report a missing, incorrect, or ruined item.
- Availability: The automated in-app chatbot and ticketing system operate 24 hours a day, 7 days a week. Live chat agents are typically available during core restaurant operating hours.
- Timeline: Just Eat relies heavily on automated refund algorithms and aims to resolve active order issues quickly via the app. Manual reviews typically take 24 to 48 hours.
- Source Verification: Just Eat UK Official Help Portal
Level 2: Formal Corporate Escalation (Notice of Dispute)
- Who to contact: If the automated system refuses your refund (e.g., claiming the restaurant disputes your claim, or you have requested too many refunds recently), you must formally escalate it. Reply to your existing support ticket in the app demanding a “Human Agent” or supervisor. If the app locks you out, you must write a formal letter.
- Postal Complaints Address: Customer Service Department,
Just Eat.co.uk Limited,
Fleet Place House, 2 Fleet Place,
London, EC4M 7RF - Timeline: If they flatly refuse your request in writing (via the chat transcript), you have exhausted their internal process and can proceed immediately to Level 3. You do not need to wait 8 weeks.
- Source Verification: UK Companies House: JUST EAT.CO.UK LIMITED (04656315)
Level 3: Regulatory Authority (The Financial Route)
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Authority: Your Bank OR Your Credit Card Provider
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The Reality: Because Just Eat is not part of any statutory Ombudsman scheme, you cannot escalate a cold food or missing delivery dispute to an external regulator.
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Standard Debit/Credit Card: If Just Eat refuses to refund you for a missing, entirely incorrect, or ruined meal, you must immediately contact your bank and request a Chargeback (for debit or credit cards). Use your chat screenshots as evidence that the platform refused to rectify the breach of contract.
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Advocate Note on Section 75: While Section 75 of the Consumer Credit Act protects credit card purchases over £100, Just Eat acts as a “third-party payment agent” for independent restaurants. This structure legally breaks the “debtor-creditor-supplier” chain required for Section 75 to apply. A standard Bank Chargeback is your safest and most reliable route.
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Timeline (CRITICAL): You do not need to wait 8 weeks to file a Chargeback. Once Just Eat gives you a final “No” in the chat, you can immediately contact your bank.
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Source Verifications: * Citizens Advice: Claim back money using a credit card or receipt (Chargebacks)
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Just Eat UK Terms & Conditions (Confirming their role as an “Agent”)
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to their exact corporate legal entity operating in the UK.
- Legal Address: Legal Department, Just Eat.co.uk Limited, Fleet Place House, 2 Fleet Place, London, EC4M 7RF
- Court: If the LBA fails and your bank refuses a chargeback, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
- Source Verifications: * Ministry of Justice - Practice Direction: Pre-Action Conduct
- Make a court claim for money (GOV.UK)
Community Action: Is Just Eat UK still refusing to refund your missing meal because they claim the restaurant “confirmed it was made,” or did they block your account for initiating a legitimate bank chargeback? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right Chargeback or Small Claims Court templates!