Complaints Procedure

1. How to complain

Write to [email protected], call +1 (816) 433-5455, or open a ticket from the Support page in your account. There is no charge for making a complaint and you do not need to use a particular form of words.

It helps us if you include your registered email address, what happened and when, and what you would like us to do to put it right.

2. What happens next

1. We acknowledge your complaint in writing within three business days and give you a reference.
2. A person not involved in the original decision investigates it.
3. We may contact you for more information. If we do, we will tell you why we need it.
4. We send you a final written response setting out our decision, the reasons for it, and any redress we are offering.

3. How long it takes

We aim to resolve complaints within To be confirmed: complaint resolution target and will send a final response no later than To be confirmed: maximum complaint response time. If we cannot resolve it in time we will write to you explaining why and when you can expect an answer.

4. If you are not satisfied

If our final response does not resolve the matter you may be able to refer it to To be confirmed: external dispute resolution body. Where no external ombudsman covers this service, we will say so plainly rather than implying that one exists, and you retain your normal legal rights.

5. Our record

We keep a record of every complaint, the outcome and the time taken. Summary complaints data is published annually: To be confirmed: published complaints data.