Complaints Procedure

Introduction
Here at Sweetzy we understand that our customers are our business and we want to assure you that we are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all times. However, we do understand that from time to time we may not be able to meet customer expectation, when this happens the customer may wish to express their dissatisfaction in the form of a complaint. We have therefore written this policy to outline our procedures for the handling of verbal and written complaints. Our Responsibilities to you:

• To provide an efficient, fair and structured mechanism for handling complaints.

• To provide our customers with access to the complaints handling procedure.

• To keep customers informed as to the progress of their complaint and the expected timeframe for
resolution.

How to make a complaint
The quickest and easiest way to make a complaint is in writing to hello@sweetzy.co.uk. Alternatively, you can send your complaint in the post to:

Sweetzy Ltd, 7-11 Potash Lane, Hethel, Norfolk, NR14 8QR

Please ensure you include your name, order number (if relevant) and the nature of your complaint.

Handling Your Complaint

Upon receipt of your complaint, you will be assigned one of our dedicated customer service advisors who will contact you within 48 hours (Monday to Friday 08.00 – 15.30) in the same format as you contacted us.

Our advisors are trained to deal with most complaints within the same day as acknowledging them, however, there may be occasions, where due to the nature of the complaint, it requires us to investigate the matter further and will therefore take a little longer. If this is the case, your customer service advisor will notify you of any difference in time frame.

Complaint Resolution

We are pleased to say that most of our complaints are resolved to a satisfactory level on initial acknowledgement. However, there are occasions where the customer is not happy with the response given, when this happens, you may ask your Customer Service Advisor to escalate your complaint to one of our Managers.

The manager will acknowledge receipt of your complaint and give a timeframe on when they will respond, this will take into account time to complete a full investigation.

If you are still unhappy with our response you may be able to contact the Financial Ombudsman Service.

The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving the outcome, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service Exchange, Tower London, E14 9SR. Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad).

Alternatively you can email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk