Feedback & complaints

If you have any concerns, please get in touch and we will endeavour to rectify the situation as quickly as possible. We welcome feedback and treat information received from feedback and complaints as an opportunity to improve.

How to make a Complaint

In the event that you feel you need to make a complaint, please follow the following procedure:

Step 1 — Contact us Please email us on: Alternatively, you can write to us at 5 Craven Hill, London, W2 3EN. When writing to us, please specify your order number and registered email andprovide us with all the facts and evidence that you consider relevant to your complaint.

Step 2 – We will endeavour to help you We will endeavour to provide you with an initial acknowledgement of your complaint within 3 business days where we can, and after that we’ll try to resolve your complaint as soon as we can.

a. We will respond to you by email, acknowledging your complaint and our understanding of it.

b. If it is possible for us to provide a final response within the initial acknowledgement email, we will do so. If not, the email will either:

i. request that you provide further information regarding your issue; or

ii. explain the reason for the delay, and provide an estimate of the period we
require to make a final decision.

c. We aim to resolve all complaints within 28 business days. If we are unable to do so, we will contact you again to keep you informed of our progress and indicate when we will issue the final response.

Financial Ombudsman Service

If you are unhappy with the outcome of our complaints process, you may refer your
complaint to the Financial Ombudsman Service, if you are eligible to do so. You may contact the Financial Ombudsman Service by: a. post, giving details of your complaint to the Financial Ombudsman Services, Exchange Tower, London E14 9SR;
b. telephone, on 0800 023 4 567.