It is our intention to provide a high level of service at all times - if you have a poor experience, trust us when we say, we will be extremely disappointed if we could have done better.
We hope that you have an excellent experience as one of our customers, but if you do feel the need to make a complaint, or provide us with some negative feedback, we want this to be as simple as possible for you. (It won't do us any good to have you even more annoyed with us!)
Here's a range of options, and we're sorry it's come to this.
However if you have reason to make a complaint about our service you may either login to Pouch and make a complaint via the tool, it's free and whizzes straight to the top.
Yo could also contact James York, Managing Director, in writing at the address:
Complaints & Feedback
De Havilland Court,
Call 0330 880 8326 and tell our team.
We're on twitter and Facebook @worryandpeace - please ask to connect with us to send a private message.
Our site has live chat that enables you to either speak to a human during opening hours, or log a support ticket 24/7 that will go straight to our service team.
You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0800 0 234 567 and further information is available at the Financial Ombudsman. If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.
Other possible Complaint rights:
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme.
We do operate schemes and products that are included in this platform, please check your product terms specifically to verify that you can use this method. If you do not see reference to it, please assume our standard method of complaint resolution applies.
For more information about ODR please visit http://ec.europa.eu/odr.
You may also wish to review our Terms of Business, to check whether there's anything relevant to your issue.Complain via Pouch