I ordered a certificate that was supposed to have been dispatched 21 Dec. Go to the GRO website and click on "order a certificate" when that page opens click on "contact us". There is a section for after you have ordered about making complaints. You will need that COL number from when you ordered. I always print out the page after I have purchased that gives the information you supplied from the index as this is not the first time my certificate did not arrive in a timely manner. Actually I made my complaint 2 weeks ago and I am still waiting. Janis