Complaints

We are committed to providing a high standard of service to all customers. If we fall short of the high standards we set ourselves, we want to hear from you. Letting us know if you are unhappy with the service you experience gives us the opportunity to continue to improve our products and services.

Please make sure you give us as much information as possible and you include your full contact data so we can resolve your complaint as swiftly as possible.

Online

The simplest way to raise an issue regarding the service you received from ClickandBuy is to follow the link here. Click the button that applies to you best, select “Complaint” from the dropdown menu on the next page and enter as much information as you can regarding the complaint.

Or in writing

If you wish to send us details by post, please write to:

The Customer Care Department

ClickandBuy International Limited

Lincoln House

137-143 Hammersmith Road

London, W14 0QL

United Kingdom

How do we react on your complaints?

We try to make it easy for you to contact us. We listen carefully to your complaints and make sure to address and resolve issues as fast as possible. Our aim is to resolve your complaint within two days of receiving it. If it cannot be resolved straight away, we will contact you within five working days to acknowledge receipt of the complaint and tell you who is dealing with it. In any case you will get a response from us within eight weeks telling you how your complaint has been addressed and what happens next.

Where your complaint is particularly complex, it may take longer to resolve. If this is the case, we will tell you how long we think it will take us to complete our investigations and respond to you again.

What if you are not happy with our response?

If you are not satisfied with our final response, or if eight weeks have passed since you first brought the complaint to our attention and you have not yet heard from us, the issue may be eligible for review by the Financial Ombudsman Service.

ClickandBuy International Limited is a member of the Financial Ombudsman Service, which was set up by the Financial Services Authority (FSA) as an independent dispute resolution scheme for financial services. The service is free to use, but there are some limitations on what the Financial Ombudsman Service can look into and which customers are eligible to use the Financial Ombudsman’s services. Further information can be obtained from visiting the Financial Ombudsman Service web site at www.financial-ombudsman.org.uk.