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Complaint Policy

If you have a complaint, please let us know so we can help to try to resolve it.

How do I make a complaint?

Please contact our Customer Care team in the first instance.

Please provide details of your complaint including copies or any correspondence or documents relating to your complaint. Please see our privacy policy for more information about how we might process your personal data in connection with a complaint.

What happens once you have made a complaint?

When you submit a complaint, you will receive an acknowledgement of receipt. Our Customer Care team will then investigate your complaint and try to resolve it as soon as possible. We endeavour to provide an initial response within three business days.

What happens if your complaint is unresolved?

If your complaint remains unresolved within ten business days after contacting our Customer Care team, please email ns.escalations@newscientist.com.  Alternatively you can write to us at New Scientist Subscriptions, 9 Derry Street, London W8 5HY.

If following escalation we are still unable to resolve any complaints within a reasonable timeframe, or you are unhappy with the outcome, you may request that alternative dispute resolution (“ADR”) is used. ADR is process for resolving disputes between you and us that does not involve going to court. We will provide you with the name and website of an ADR provider that would be competent to deal with your issues. If you make a request for the complaint to be settled by ADR, we will consider whether or not we wish to participate in ADR, but we are not obliged by law to participate.

If you do not wish to use ADR, or you are unhappy with the outcome of ADR, you can still bring court proceedings in accordance with our terms and conditions.