Complaints Policy
We strive to provide the best possible service to our customers and are committed to taking all feedback we receive into consideration.
This policy sets out how we handle complaints in the event that you are dissatisfied with the standard of service you have received from us. If you have any enquiries about our services generally, please contact us using the details listed here.
I am unhappy with the service I received. What can I do?
If you are unhappy with the service provided, please get in touch with us soon as possible, so that we can attempt to resolve the situation for you.
Many problems are caused by misunderstandings, and can be resolved informally by speaking with the customer service agent dealing with your matter or our Customer Support Team. In the first instance, you should contact them by calling 020 3897 2233, and they will do their best to resolve any issues for you. Our lines are open between 8.30am to 5.30pm, Monday to Friday, and all calls are recorded.
We will always aim to deal with complaints in full at this stage, where possible.
What if I need further assistance?
If you do not feel that your issue has been resolved to your satisfaction after speaking with our customer service agents and/or Customer Support Team, the next step is to raise your concerns with our dedicated Complaints Manager. You can make a formal complaint by emailing [email protected].
What information do I need to give when making a formal complaint?
When submitting a formal complaint, please include an email subject heading of 'Customer Complaint' and supply the following information:
- your full name
- your order number (if applicable)
- as much information as possible about the reason for your complaint
This will help us to deal with your complaint as quickly as possible.
What happens next?
We will acknowledge receipt of your complaint by email within 2 working hours of receipt.
An investigation will be carried out into the issues raised, and a full response will normally be provided within one working day. If we require any additional information to carry out the investigation, we will let you know as soon as possible.
Where the issue is particularly complex, it may take a little longer to respond fully. If this is likely, we will provide information on the action which we are taking and advise when you can expect a full response.
Responsibility of third parties
There are some situations where we have no control over the service you receive, because it is not provided by us. This includes, for example, where you are unable to open a bank account with our third party partners.
In these cases, complaints should be submitted to the third party responsible for the service.
Helpful Information
You may find the following information helpful:
Changes to this policy
We reserve the right to update this policy at any time.
