Customer Complaints Procedure

We strive to always offer a great level of service. However, if we do not deliver the standard of service that you expect or you have a complaint, please email us at compliance@robustit.co.uk or:

• In writing to New Horizon Business Centre, Unit 17, Barrows Road, Harlow Essex CM19 5FN
• Telephone: 0800 677 1232 (calls to this number are free). We may ask you to email us so that we can fully understand the complaint thoroughly.

We will usually respond to your complaint within 14 working days. We will acknowledge that we have received your complaint within two working day. We’ll keep you informed of our investigation into your complaint and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

• Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers) or 020 7964 1000 (calls using Relay UK).

Website address: https://www.financial-ombudsman.org.uk/

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.