Complaint Filing Process
Complaints policy
We value all our clients and take complaints very seriously. If you are unhappy about any aspect of the service you have received from us or how we have handled your personal data, please contact us by emailing formalcomplaints@shpun.co.uk or by completing the complaint form below. When you email us, please provide us with all relevant details of your complaint, and your contact details.
What we will do
We will acknowledge receipt of your complaint, to the email address you provide, within 3 business days.
We will provide a full written response by email within the timescales explained below, depending on the nature of your complaint. For data complaints, we may ask you for proof of your identity before we can start looking at your complaint. If we need this, we will let you know as soon as possible and tell you what we need you to provide.
If you are not satisfied with our response
If you are not satisfied with our response, then depending on what you have complained about, you may be able to refer your complaint.
Complaints about our payment services
If you are a customer and have complained about the payment services we provide to you, we will provide you with a full written response by email within 15 business days unless we consider there to be exceptional circumstances, in which case we will explain why this is the case and will in any event provide a full written response by email within 35 days. If you are not happy with our response to your complaint, or if we have not responded to you within 35 business days, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). When we send you our final response, we will explain what would make you eligible to refer your complaint to the FOS.
If you wish to refer your complaint to the FOS, you must do so within 6 months of the date of our final response to your complaint.
You can contact the FOS by
• Writing to Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Calling on 0800 023 4567
• Complaining on the FOS website at https://www.financial-ombudsman.org.uk/contact-us
Complaints about data protection
If you have complained about how we have handled your personal data, and if you are not happy with our response, you may have the right to complain to the Information Commission (ICO).
If you wish to refer your complaint to the ICO, you can do so by using the online form at ico.org.uk/make-a-complaint or by calling 0303 123 1113.
Please contact us for a copy of our full Complaints Handling Policy.