COMPLAINTS POLICY

In the event of you having a complaint or problem with any aspect of our service or the products we offer, please telephone us on +44 (0) 1326 640075 or click here to inform us by email. We take all complaints extremely seriously and we will try to rectify any problem quickly and effectively.

Our Customer Service representatives are available between 9:00am and 6.00pm (GMT) Monday to Friday, 9:00am and 5:00pm Saturday, and between 10:00am and 4.00pm on Sunday.

All complaints will be acknowledged within 1 working day and will be resolved as soon as possible. We will always keep you informed throughout the process of resolving your complaint and we will keep the details of your complaint confidential. We always welcome feedback from our customers and are continually looking at ways to improve our service.

Alternative dispute resolution

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with the resolution of our complaints process, Alternative Dispute Resolution is available, including online dispute resolution at https://www.cedr.com/consumer/.

If you paid by credit card, and you are not happy with the outcome of your complaint, you have the right to take the matter up with the Financial Ombudsman Service.  You can contact the FOS:

1. Online
2. By phone on 0300 1239123
3. By email: complaint.info@financial.ombudsman.org.uk
4. By post: FOS, Exchange Tower, London E14 9SR