Complaints
At Floww, we aim to provide excellent service to all our customers and stakeholders. If it appears that on this occasion we have not, it’s important that you tell us so that we can try to put it right.
How do I make a complaint?
If you are dissatisfied with any aspect of the service, you can place a complaint in the most convenient way for you: either by letter, telephone, email or in person. Please contact us using the details below, setting out the circumstances of your complaint.
- Email: [email protected]
- Telephone: +44 20 4582 8763
- In writing: Floww, Customer Support, 2nd Floor, 4 Matthew Parker Street, SW1H 9NP London
What happens next?
We aim to resolve your complaint within 3 working days. Where this is not possible, we will, within the 3 working days, send you a written acknowledgement of your complaint.
If we have not concluded our investigations after 4 weeks, we will write to you again with an update as to the status of your complaint.
Once our investigations are complete, we will write to you with our final response. This will be no later than 8 weeks after you initially raised your complaint.
Complaints in scope of the Financial Ombudsman Service (FOS)
Where the complaint is in relation to a regulated service in scope of FOS, and you are categorised as an eligible complainant under FOS rules, within our final response to you we will also notify you of your right to refer this to the FOS, should you remain dissatisfied with the outcome. You must make your referral to FOS within 6 months of our final response to you. We will also direct you to a copy of their explanatory leaflet.
In the unlikely event that we are still unable to resolve your complaint within 8 weeks, we will contact you to inform you of when we expect to be able to provide a final response and of your right to refer the matter to the Financial Ombudsman Service. We will also direct you to a copy of their explanatory leaflet.
Financial Ombudsman Service
The Financial Ombudsman Service is independent of Floww and may be able to investigate your complaint where you have been through our full complaints process in the first instance, or we have been unable to resolve it within the relevant timescales set out above. There is no charge for you to use their services.
We will notify you during our final response if your complaint may be referred to the Financial Ombudsman Service.
The Financial Ombudsman Service may be contacted using the following details:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Website: financial-ombudsman.org.uk/contact-us
- Telephone: 0800 023 4567
- Email: [email protected]
Further information
In the event that you have any queries or require a copy of our complaint handling procedures, please contact us at [email protected].