You can upload your documents in different formats, but we would prefer you use the formats listed below if possible:
There is an 18 MB combined file size limit for all files submitted. The number of documents you can upload depends on who you are making the complaint for.
If you’re bringing the complaint to us on your own behalf, you can upload a maximum of:
If you’re bringing the complaint to us on behalf of someone else, you can upload a maximum of:
If you’re bringing the complaint to us on behalf of your small business, charity, or trust, you can upload a maximum of:
If you have a 5-page final response letter from your service provider as a single PDF document, this counts as one file. This type of electronically generated PDF is likely to have a small file size.
If you have a multi-page PDF made up of scanned documents, this counts as one file. This type of PDF is likely to have a large file size, and we often see these exceed the 18 MB file limit.
If you take two photos of your complaint letter with your phone or digital camera, that counts as two separate files. Photos usually have large file sizes - a high-quality photo taken on a modern phone can be between 1 MB and 4 MB.
Uploading five or more high quality photos is likely to exceed the 18 MB combined file limit.
You can find ways to reduce the sizes of photos before uploading them by checking with your device manufacturer.
Please ensure that any photos or screenshots of complaint correspondence are complete and show the dates they were sent or received, as well as the addresses or email addresses they were sent to and from.
Please don’t worry about the limitations on file size or the number of files you can upload. In most cases, we only require the following 2-3 documents:
After we’ve received and reviewed your complaint form, we will ask you to provide us with more information if we need it.
At the relevant points in the form, you will need to upload the relevant documents. To do this, click the ‘Choose File’ button, select the file you want to upload, then click the ‘Upload’ button.
As each document is uploaded the form will indicate the amount of space used against the 18 MB limit.
If an individual file exceeds the 18 MB size limit a ‘The file you have tried to upload is too large’ message will be displayed. If this happens click the ‘Save and come back’ button, which will automatically send an email to the email address you supplied earlier in the form. This email will include a link that lets you return to the form once you have reduced the size of the document or found a different version to upload.
If the combined size of the documents uploaded is over the 18 MB limit, a ‘You have reached the total allowed upload file size limit’ message will be displayed. If this happens, to bring you back within the allowed limits, you should remove some or all of the documents you have uploaded by clicking the ‘x’ next to the document(s) and continue with submitting your complaint.
You can also click ‘Save and come back’ which will automatically send an email to the email address you supplied earlier in the form. Please note that when complaining on behalf of someone else, the automatic email will be sent to your email address. The email will include a link that lets you return to the form once you have reduced the size of the documents or found a different version to upload.
