If we have got something wrong.
This route is deliberately separate from general support, so a complaint cannot get lost in a queue behind pricing questions.
These timescales are a recommendation, not yet a decision: two working days to acknowledge, ten to respond, eight weeks as the outer limit. They mirror what regulated firms commit to, which is the standard a customer will measure you against whether or not you are one. Agree them, create the mailbox, and add the registered address. The Financial Ombudsman Service is deliberately not offered here, because it only applies to regulated activities.
How it works
- 1Tell us what went wrong
Use the complaints form, or write to us at Smith & Johnson Limited, 7 Bell Yard, London WC2A 2JR. If neither works for you, ask any member of the support team to raise it on your behalf and they will. Tell us what happened, when, and what you would like us to do about it.
- 2We acknowledge it within two working days
You get a named person and a reference. Not an automated receipt: somebody who will see it through.
- 3We respond in full within ten working days
If it will take longer than that, we tell you why before the ten days are up and give you a date. We will not let it run past eight weeks without a final answer.
- 4If you are still not satisfied
Ask for it to be reviewed by a director, which is a genuine second look rather than the same answer restated. For anything about how we handle your personal data you can also complain directly to the Information Commissioner's Office, and you do not need our permission to do that.
For questions about how the product works, the help centre is faster. For a data request, privacy has its own route on the contact page.
Raise a complaint