Wageme.com strives to provide customers with the highest level of customer service at all times. If you feel we have not met our promise or would like to suggest ways we could improve our offering we encourage you to contact us. Alternatively should you want to contact us to praise our service or one individual member of our team we would love to hear from you.

We know that sometimes things go wrong. It is our intention that our customer services team will provide prompt, courteous, helpful, open and informative advice in response to every contact received. Occasionally this does not happen and in these cases we would like to know, so that we can change our policy where necessary, or help with additional training.

If you are unhappy with any part of our service, please let us know. Our dedicated customer services team can be contacted by:
Telephone: 0207 993 0742
E mail: customer.services@wageme.com ; or
In writing to:

In every case please ensure that you give us the following information so that we can deal with your complaint:

• Your full name, address, date of birth and a daytime telephone number
• Full details of your concern

We will endeavour to deal with your complaint immediately. If we are unable to do so, we will within 5 days send you an acknowledgement letter to your nominated address – this will include information such as the name of the Customer Services Agent who is dealing with your complaint and an estimate of the length of time to resolve the issue. Our target is to reply within 20 working days of receipt of a complaint. If it is not possible to fully reply at this time we would give an explanation of why and send you details of the next steps. This may occur for example where we need external evidence maybe from our bank.

Whenever we receive a complaint we endeavour to ensure that:

• 1 The complain process is easy to follow and not time consuming for the customer;
• 2 All complaints are handled in a timely and efficient manner;
• 3 In all responses give a clear explanation of the position, any actions we have taken to avoid this happening again and where appropriate an apology; and
• 4 We always learn from complaints to improve our future service

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will refer your complaint to the Customer Relations Manager for investigation who will send you the Wageme.com Ltd ‘Final Response’ Letter. This will explain our final position. At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk

If on receipt of this communication you are still unsatisfied you can contact the Financial Ombudsman Service who will provide you with an independent review. Any requests to the Financial Ombudsman must be made within 6 months of receipt of our letter. You should contact the Financial Ombudsman Service within six months of receiving our final response.

The Financial Ombudsman can be contacted on 0845 080 1800 or visit www.financial-ombudsman.org.uk

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone numbers:
0800 023 4 567
calls to this number are now free on mobile phones and landlines
0300 123 9 123
calls to this number cost no more than calls to 01 and 02 numbers

European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/