Verified: 14 March 2026 06:22 am UK Time
Industry: Online Retail & Consumer Credit
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA) & Financial Conduct Authority (FCA)
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. Very staff will never ask for your account PIN, your Very Pay password, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
-
How to complain: You can raise a complaint via their online contact forms, via their digital Web Chat in the “My Account” section, or by calling their dedicated freephone routing numbers based on your issue:
-
General Enquiries, Orders & Very Pay: 0800 092 9042
-
Source Verification Note: Very Help & Contact Portal
-
Availability: General customer service and credit phone lines operate Monday to Friday from 8:00 AM to 8:00 PM, and Saturday from 8:00 AM to 6:00 PM (UK Time).
-
Timeline: Very aims to resolve initial retail and account complaints within 3 to 5 working days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
-
Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it in writing. Send a letter detailing your order/account number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
-
General Complaints Address: Customer Excellence, Shop Direct Home Shopping Limited, First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB
-
Timeline: Under UK consumer law guidelines, Very has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Ombudsman & Financial Routes)
-
Authority: Varies strictly by the product you purchased and how you paid.
-
The Reality: Your escalation path depends entirely on the division you are dealing with:
-
Very Retail (Faulty Goods/Delivery Issues): There is no statutory retail ombudsman. If Very refuses to refund you for faulty goods or an online order gone wrong, you must contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards).
-
Very Pay / Take 3 / BNPL: Very’s credit facilities are provided by Shop Direct Finance Company Limited. If your dispute involves your credit file, hidden interest, or an item bought on Very Pay, escalate directly to the Financial Ombudsman Service (FOS) for a legally binding ruling. (Website: financial-ombudsman.org.uk)
-
Timeline (CRITICAL): For Very Pay disputes, you can only refer your complaint to the FOS after you receive a Deadlock Letter, OR if 8 weeks have passed since your initial formal complaint. You do not need to wait 8 weeks to file a Chargeback with your own bank for a retail dispute if Very has already refused your refund.
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 the correct corporate legal entity depending on your issue:
-
Legal Address (Retail Goods): Legal Department, Shop Direct Home Shopping Limited, First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB
-
Legal Address (Very Pay/Credit): Legal Department, Shop Direct Finance Company Limited, First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB
-
Court: If the LBA fails and your bank/ombudsman cannot resolve it, 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 Verification: Make a court claim for money (GOV.UK)
Community Action: Is Very still refusing to refund your missing parcel or ignoring a Very Pay interest charge dispute? Reply below (do not share your passwords, full receipt numbers, or PINs), and our community will point you to the right Section 75, FOS, or Small Claims Court templates!