FCA Regulated Products And Services Complaints

Making a complaint

You deserve the best possible experience when you shop with us, so it’s important you tell us if something isn’t right.

We take ownership and work hard to deliver on our promises. If something hasn’t gone as expected, we’ll take the time to listen and understand what’s happened.

How to make a complaint

Call us, use online chat or email us through our Contact Us page. We aim to acknowledge any complaint within 1 working day.

How we investigate your complaint

We’ll ask you to share the key points of your complaint, so we understand what matters to you. Your complaint will be looked into based on what’s happened in your specific case. This includes checking your order details, reviewing any communication with you, and looking through any information you’ve given us.

We’re here to support you and make sure we fully understand your concerns.

How we put things right

Once we’ve finished our investigation and understood your experience, we’ll clearly explain our view of your complaint and the outcome we’ve reached.

If something’s gone wrong, we’ll work quickly to put it right. Depending on your situation, this may include arranging a replacement, offering a refund, or working with our delivery partners to resolve the issue.

If we can’t agree on how to put things right

We’ll always aim to reach an amicable resolution, but there may be times where we don’t agree on the outcome. If we can’t agree straight away, we’ll work with you to understand your view and how we can bridge any gap to settle the complaint.

If we have exhausted our internal complaints handling procedure and we inform you in writing that we cannot settle your complaint, you have the option of referring your complaint to an Alternative Dispute Resolution ("ADR") provider to deal with the same. Full details can be found at  London Arbitration Centre.

Financial Conduct Authority (FCA) Regulated Complaint

We’ll review your complaint and check if it relates to a product or service provided by one of our partners, such as Novuna, PayPal, or Ripe Insurance.

If it does, we’ll pass your complaint to them in writing so they can investigate and respond directly. These partners are responsible for handling complaints about their regulated products and services.

If you have any support needs or requirements, please let us know so we can provide further support throughout your complaint.

How long will my FCA based complaint take?

We’ll provide you with a Final Written Response within 8 weeks of receiving your complaint, setting out the outcome of our investigation. If we’re unable to resolve your complaint within this time, we’ll write to explain the reason for the delay and confirm when you can expect a final response.

What to do if we can't reach an agreement

We always want to reach an amicable outcome and resolve your complaint. If you feel our response hasn’t covered everything, please let us know and we’ll look at how we can support you further. If you’re not happy with our final response, or we haven’t provided one within 8 weeks of receiving your complaint, you can refer your case to the Financial Ombudsman Service. You’ll need to contact them within 6 months of the date on our final response letter.

They can be contacted in the following ways:

• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9123
• E-mail: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk