Complaints Procedure

Our complaints policy

We are committed to providing a high-quality service to all our clients. If something goes wrong, we encourage you to let us know. Your feedback helps us improve and maintain the standards we expect at Boatbling.

If you have a complaint, please contact us with full details. We have up to eight weeks to review and resolve your complaint. If we are unable to do so within this time, you may refer your complaint to the Legal Ombudsman.

What will happen next?

• We will acknowledge receipt of your complaint by email within three days, including a copy of this procedure.
• Your complaint will be investigated by our client care team, who will review your case and liaise with the relevant team member.
• We will contact you by phone within 14 days of acknowledgement to discuss your complaint and aim to resolve it.
• Within three days of our discussion, we will email you to confirm what was agreed and any proposed resolution.
• If you are not satisfied, we can arrange a further review by a senior member of our team.
• We will provide our final response within 14 days of your review request, including our decision and reasoning.

If you remain dissatisfied following our final response, you may contact the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 / 0300 123 9123