Write to us
The address for everything is [email protected]. It reaches a person, not a ticket queue, and there is no form to fill in first.
What the address is for
- A figure in a guide that no longer matches the contract in front of you.
- A fee, clause or practice that a guide has missed and that other readers would want to know about.
- A provider whose terms are unusually hard to find, with a pointer to where you found them.
- A correction to a plan name, a speed tier, or a coverage statement.
- Permission requests for republishing, which are usually granted for short excerpts with a link.
What it is not for
We cannot chase a bill on your behalf, cancel a contract for you, or tell you what a provider will agree to in a retention call. Those conversations belong to you and the provider, and a third party email tends to make them slower rather than faster.
Sales enquiries are not answered. There are no placements, no sponsored guides and no paid inclusions, so an offer to buy one will be ignored rather than negotiated.
What to include
Provider name, the plan name exactly as it appears on the contract, the country, and the clause or figure you are questioning. A photograph of the relevant page is often faster than a description, as long as personal details are covered. If you are writing about coverage, the first part of the postcode is enough; the street number is not needed and should not be sent.
How long a reply takes
Most messages get an answer within two or three working days. Corrections that need a provider document checked take longer, because the guide is only changed after the source is read again. If you have not heard back inside a week, send the message again; it was probably caught by a filter rather than ignored.
Privacy of what you send
Messages are kept only as long as they are useful for the correction or the question they raised, and personal details are removed before any of it is quoted in a guide. The privacy policy explains the retention rules in full.