We are committed to providing an excellent service but sometimes we make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can and take steps to prevent a recurrence. Below you’ll find information about how to submit a complaint if you are dissatisfied with us.
Making a complaint:
In order to best manage the complaint, we find that putting down your complaint or concerns in a written format is best, providing as much detail as possible. You can do this in one of two ways:
- By email: You can email email@example.com with details of your complaint
- By post: Headspace, 19-21 Hatton Garden, London, EC1N 8BA
Of course, if you prefer, you may make a complaint by phone at +44 20 3868 0279.
What to include:
In order for us to help you the best way we can, please provide:
- Your name, address, phone number and email address
- Details of what has gone wrong
- What you would like us to do to resolve the issue
What will happen next:
We aim to assess all complaints fairly, consistently and promptly and we will keep you updated on the progress of your complaint throughout the process.
We aim to write to you to acknowledge receipt of your complaint within 3 working days of receiving it, including details of our complaints handling procedure and the contact information for the staff member dealing with your complaint.
We will investigate your complaint and will get in touch with you as soon as possible with the aim of doing so within 8 weeks of receipt to issue our final response to you in writing. We may issue this final response together with the acknowledgement of receipt of your complaint if we are able to resolve your complaint quickly. If we’re unable to issue a final response within 8 weeks, we’ll write to you to let you know the reason for the delay and indicate when we expect to be able to issue a final response.
Our final response will inform you about the outcome of our investigation, what we’ve done to resolve your complaint and advise you whether you may refer the complaint to the Financial Ombudsman Service if you are not satisfied with our response. It will also include a copy of the Financial Ombudsman Service's explanatory leaflet.
Referring your complaint to the Financial Ombudsman Service:
We sincerely hope that we will be able to resolve any complaints internally. However, if we have been unable to resolve your complaint, or have not sent you a final response within 8 weeks of receiving your complaint, then you may be entitled to pursue the matter further with the Financial Ombudsman Service. If you do so, we will respond via the appropriate channels. Please note that if you wish to refer a complaint to the Financial Ombudsman Service you must do so within six months of the date of our final response.
Details for the Financial Ombudsman can be found here: https://www.financial-ombudsman.org.uk/
Last Updated: October 2021