Upon investigation of your complaint, if we find that we have made an error, we will correct the matter immediately, and keep you informed every step of the way. This will detail what we have found, and what we have done to correct it.
If, however, objectively we disagree with your complaint, our commitment to communicating our decision remains. We will detail how we have concluded our disagreement, along with suggestions of next steps to resolve the issue. There may also be occasions where we only disagree with a part of your complaint, but we will make this clear to you in our response.
Where possible, we will acknowledge receipt of your complaint within 24 hours of receipt. Please note however, that there may be occasions where this takes longer than anticipated, so please be patient, as we will always reply.
If we cannot resolve the matter satisfactorily within 72 hours, or if more time is required in order to sufficiently investigate the complaint, we will inform you immediately, and keep you updated every step of the way.
You will receive a final response to your complaint within eight weeks of the original complaint. In exceptional circumstances, if the complaint is still not resolved, we will communicate to you the reasons why, and fully explain the remaining options to both parties.
We are an online business, and as such, the following methods are available to you should you need to contact us.
European Online Dispute Resolution Platform In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/main/
If you feel we have been unable to resolve your complaint satisfactorily, and feel that by further communicating with us, a resolution will not be found, you are entitled to request an independent review of the matter from the Financial Ombudsman. This must be made within 6 months of the date of our final response.
You can contact the Financial Ombudsman using the below details:The Financial Ombudsman Service