How to complain

You can contact us via the in-app chat, by emailing or if you're feeling up to it, you can write to us at Wrisk Transfer Ltd, CEME, Marsh Way, Rainham, Essex, RM13 8EU. Rest assured that all ways of reaching us are equally valid and taken equally seriously. 

If you make a complaint we will make sure someone in the relevant part of the business speaks to you to explain what has happened, why it happened and how we are going to make it right. 

What we promise

We will always aim to resolve a complaint within 3 working days of being received. There are a few things which may mean we need to take a little longer, for example where we may need to seek advice or get extra information. We will always keep you in the loop on timelines and the steps we are taking to resolve your case. 

We have a responsibility to our regulator, the Financial Conduct Authority, to respond to complaints within 8 weeks. But wow. If it takes us that long we will have really failed you!

What if it goes wrong

If after discussions with us you are dissatisfied with how your complaint has been managed you can contact the Financial Ombudsman Service - often referred to as the FOS.

The link to the website is here and you can also call them on this number - 0800 0234 567.

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