How to complain to Next and escalate to its Specialist Team

Official Next complaint & contact options

Step 1: make the initial complaint

Choose the complaint telephone, online form or postal address above. Give enough detail to identify the purchase and the problem; a general enquiry about where an order is may not explain what you want put right.

• Include the order or account reference, affected item number and any relevant store name.
• Describe the events and the result you want, such as investigating an order or correcting a refund.
• Save your submitted form wording or letter, and note any complaint reference.

Next’s process asks for full details and, for online customers, date of birth. Provide identification details only through the official Next route; you do not need to include a date of birth in a parcel complaint draft on ParcelClaim.

Step 2: escalate an unresolved complaint

Next’s official process says its Specialist Team can step in if you have already spoken to someone who could not resolve your complaint. Use the linked online form or write to:
Complaints
Next Online
20 Radar Road
Leicester
LE3 1UF.

Identify it as an existing complaint. Refer to the earlier contact, summarise the answer and set out what still needs resolving. Include your name and the relevant store, item, account or order details so the review can be matched to the right purchase.

If the problem is a credit product or service, Next publishes a separate consumer-credit process. Its Financial Ombudsman guidance concerns credit complaints; it should not be presented as the escalation route for every delivery dispute.

Information and evidence to have ready

• Name, order or account number, item number and store name where relevant.
• Initial complaint date, reference and the response you want the Specialist Team to review.
• Delivery or collection confirmation and any relevant tracking evidence.
• Return receipt and refund records if returned items are still disputed.
• The specific outstanding question and the action you want Next to take.

Common Next order, parcel and refund complaints

• Delivery complaint: use Next missing-order help to understand the parcel issue, then explain what remains unresolved to Customer Services.
• Returned item not reflected in a refund: identify each item and its return evidence; see lost-return guidance if the parcel itself is missing.
• Missing contents: list the received items and the absent item numbers; missing-item help covers evidence to keep.
• Furniture or store enquiry: Next’s contact page lists separate enquiry categories. For an existing unresolved complaint, use the Specialist Team process above.

Official sources

Checked on 3 October 2026. The contact details and process descriptions above use these official sources; suggestions about preparing a complaint or requesting a review are ParcelClaim’s practical guidance. Confirm current details on the linked pages before contacting Next.

• Next complaints process
• Next complaint form
• Next Contact Us