What should I do if I want to complain?

At Growth Street, we are committed to providing a high level of service. We know things don’t always go to plan and if you feel that we haven’t lived up to your expectations in any way, we’d like the opportunity to put things right.

If you are unhappy with any aspect of our service and would like us to investigate further, please get in contact with us. You can:

E-mail us at complaints@growthstreet.co.uk
Speak with us by calling 0808 123 1231

We’ll write you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response.

How long will you take to deal with my complaint?

We aim to resolve all complaints about payment services within 15 calendar days. In exceptional circumstances, we may take up to a maximum of 35 business days.

For all other types of complaint, we will provide a response within 8 weeks. Although we will normally be able to resolve concerns much earlier, if we are not able to respond within 8 weeks, we will contact you and explain why.

What can I do if I’m not happy with the response to my complaint?

If you don’t agree with our response to your complaint and would like to take it further, you may be able to ask the Financial Ombudsman Service (FOS) to look into your concerns. The FOS offers a free and independent dispute resolution service but there are some limitations on what they can look into. We will let you know whether we think your complaint is one which the FOS can consider when we issue our response.

Generally, customers that are consumers and micro-enterprises with a group annual turnover or balance sheet up to €2 million (Sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the FOS.

The FOS’s contact details are:

Website: www.financial-ombudsman.org.uk
Email address: complaint.info@financial-ombudsman.org.uk
Telephone number: 0207 964 1000

You may also be able to refer your complaint via the EU Online Dispute Resolution (ODR) platform http://ec.europa.eu/odr.

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