We always strive to offer a great level of service, at all times. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at firstname.lastname@example.org or write to us at:-
Unit 11, Basepoint Business Centre,
Oakfield Close, Tewkesbury,
Gloucestershire, GL20 8SD.
Telephone: 03330 230 134 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
We will usually respond to your complaint within 5 working days and provide a final response within 8 weeks. If you are not happy with our final response, or if we’ve been unable to resolve your complaint within 8 weeks, you have the right to refer the matter to the Financial Ombudsman Service:
Address: Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers).
Please note that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.
You can also find out more about our complaints process in our complaints leaflet.
Online Dispute Resolution (ODR) Service
The ODR service has been established by the European Commission to help residents in the European Union (EU) who have bought goods or services online get their complaint resolved. The route is designed mainly to facilitate complaints where the customer and providers are in different countries but you may also be eligible to use this service.
We would encourage you to directly refer to the Financial Ombudsman Service (FOS) as the ODR Platform will simply refer you to that service. Full details of the FOS are stated above.
However, if you prefer to make your complaint via this route, you can access the ODR platform here: https://ec.europa.eu