You can upload your documents in many different formats, we would prefer you upload your documents in the below formats where possible:
There is a maximum file size limit for all files submitted of 18 MB, depending on who you are complaining on behalf of determines how many documents you can upload.
If complaining on your own behalf, you can upload:
If complaining on someone else’s behalf, you can upload:
If complaining on your small business/charity/trust’s behalf, you can upload:
If you have a 5-page final response letter from your service provider in a single PDF document, this is classed as one file. This type of electronically generated PDF is likely to have a small file size.
If you have a multiple page PDF consisting of scanned documentation this is classed as one file. This type of PDF is likely to have a large file size and we see these exceed the 18 MB file limit often.
If you have two photos of your complaint letter taken with your phone or a digital camera, this is two files. Photos are likely to have large file sizes; a high-quality photo taken using a modern phone can be anywhere between 1 MB and 4 MB.
Uploading five or more high quality photos is likely to exceed the 18 MB file limit.
You can find ways to reduce the sizes of photos before you upload them from your device manufacturer.
Please ensure that any photos or screengrabs of complaint correspondence is provided in full and includes the dates they were sent or received, and the address or email addresses they were sent to and from.
Please don’t worry that there is a limitation on the size and number of files you can upload. In most cases we only require 2-3 documents:
Once your complaint form is received and reviewed by our team, we will ask you to provide us with more information if we need it.
At the relevant steps in the form, you will be required to upload the appropriate documents. To do this click the ‘Choose File’ button, find the file you want to upload and then click the ‘Upload’ button.
As documents are uploaded the form will indicate the amount of space used against the allowed 18 MB limit.
If an individual file is over the 18 MB size limit the ‘The file you have tried to upload is too large’ message will be displayed. If this happens click ‘Save and come back’ which will send an email to the email address you supplied earlier in the form. This will include a link which you can then use to return to the form once you have reduced the size of the document you want to upload or found an alternative version.
If the combined size of the documents uploaded is over the 18 MB limit, the ‘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 send an email to the email address, you supplied earlier in the form. This will include a link which you can then use to return to the form once you have reduced the size of the documents or found an alternative version.
