How we handle complaints
This section summarises our procedure for dealing with complaints and what to do if you’re not satisfied with our response.
If you wish to make a complaint about the Yoyo Services, you can email [email protected], from the email address associated with your Account, giving brief details of your complaint, and including the word “Complaint” in the subject heading. Our full internal complaints procedures are available on request.
If you make a complaint, our customer service staff will acknowledge your complaint by email within three business days, then investigate and send you an initial response, having had access to an officer with the authority to settle the complaint (including, where appropriate, an offer of redress).
We aim to resolve all complaints within three business days, but in exceptional circumstances it may take us up to 35 business days to investigate and respond to more complex complaints. In these situations, we will keep you regularly informed as to the progress of our investigation.
If you are not satisfied by our response, you can email [email protected], enclosing the responses already given. That email will then be referred to our Chief Executive Officer or other relevant member of senior management, who will respond by email directly to you.
If we are unable to satisfy your complaint satisfactorily within a period of 35 business days, you may be eligible to refer your complaint to the Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom.
The Financial Ombudsman Service is an independent body that helps settle complaints between “eligible complainants” and firms regulated by the FCA. Further details on referring a complaint to the Financial Ombudsman Service, including whether you are eligible to do so, can be found at www.financial-ombudsman.org.uk.
If your complaint relates specifically to data protection, please see Section 8 of our Privacy Notice for how to get in touch with us.