Introduction
We're sorry if you've had a disappointing experience with PizzaExpress. This guide explains how to make a complaint using the channel that suits you best, what to include, the different complaint types we can help with, what happens after you get in touch, and how long it usually takes to hear back.
How to raise a complaint
You can contact PizzaExpress through any of the following channels. Please include as much detail as possible so we can look into your complaint quickly and thoroughly.
- To send us an email, select the Submit a request button at the top of this page.
- Live chat with the customer service team, available 12pm–5pm, Monday to Saturday, including PE Delivers enquiries during these hours.
- PE Delivers team available via live chat, 5pm–10pm, 7 days a week.
- If you prefer to be contacted by phone, please indicate this when submitting your request and the team will call you back.
Types of complaint
Dine-in or collection order: For complaints about a restaurant visit or a click-and-collect order, include your order number or receipt if available, along with the restaurant location and date of visit.
PE Delivers order: For complaints about a PizzaExpress delivery order (order numbers starting with #PE), contact the PE Delivers team via live chat between 5pm–10pm, 7 days a week, or the main CS team between 12pm–5pm Monday to Saturday.
Delivery partner order (Deliveroo, Just Eat, Uber Eats): For orders placed through a third-party delivery platform, customers should contact that platform directly as PizzaExpress is unable to access those orders. Include the platform name and order number when contacting them.
Cook at Home / retail product: For complaints about a PizzaExpress product purchased from a supermarket or retailer, include the product name, batch code, best before or use-by date, and a photo if possible.
What to include in your complaint
To help us resolve your complaint as quickly as possible, please include:
- Your full name and contact details
- The restaurant location, delivery order, or takeaway order number
- The date and approximate time of your visit or order
- A clear description of what happened
- Any photos, receipts, or other supporting information, if available. A receipt is not required. If you do not include a receipt, the team will ask for additional information to help locate your order or visit.
What happens after you submit a complaint
Once we receive your complaint, we will review the details and aim to respond as soon as we can. In some cases, we may contact you for more information so we can investigate properly. If your complaint relates to a specific restaurant, delivery partner, or order, we may also speak with the relevant team to understand what happened.
Typical response times
Response times may vary depending on the nature of the complaint and the channel you use. As a general guide:
- Email submissions: You can expect to hear from us sooner than 7 days, and we'll aim to resolve your complaint within 7 days.
- Live chat complaints: Usually acknowledged during live chat opening hours
- More complex complaints: May take longer if we need to investigate further
If we need more time, we'll let you know and keep you updated on progress.
How escalations are handled
If you feel your complaint has not been resolved to your satisfaction, your concerns will be passed to a Senior Advisor who will review the case and be in touch.
Tips for getting the best outcome
- Share your complaint as soon as possible after the issue occurs
- Keep a copy of your receipt, order confirmation, or message history
- Be clear about what happened and what outcome you would like
- Use one contact channel where possible to avoid delays
Additional information
If your complaint relates to a refund, food quality, service issue, or delivery problem, please include the relevant details so we can direct it to the right team.
Serious concerns
How to report a serious concern to PizzaExpress
Thank you for taking the time to share your feedback. We value every complaint because it helps us improve the experience for all PizzaExpress customers.