Making a complaint
We aim to deliver outstanding customer service, but we recognise that there may be occasions when we fall short of your expectations. If you're unhappy with the financial services we’ve provided—or failed to provide—you’re welcome to submit a complaint using any of the following channels:
Post
Written complaints can be sent to our registered office address:
365 Sleep Solutions Ltd 167-169 Great Portland Street, London, England, W1W 5PF
Website Contact Form
https://www.rem-fit.co.uk/pages/contact
What You Can Expect from Us
We aim to resolve complaints as quickly and efficiently as possible.
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If we’re able to resolve your complaint by the close of the third business day after receiving it, we’ll send you a written Summary Resolution Communication. This document will confirm your complaint has been resolved and inform you of your right to escalate the matter to the Financial Ombudsman Service if you're not satisfied with the outcome.
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If we’re unable to resolve your complaint within three business days, we’ll acknowledge your complaint in writing within 7 working days. We’ll then conduct a thorough investigation to reach a fair outcome. Please note: we may need to contact you to gather more details regarding your concerns.
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Our goal is to issue a written Final Response within 14 working days of receiving your complaint.
If You’re Not Satisfied with Our Final Response
If you're unhappy with our final decision, you have the right to refer your complaint to the Financial Ombudsman Service (FOS)—an independent organisation that helps settle disputes between consumers and financial services providers in the UK.
You can contact the FOS through any of the following channels:
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Phone: 0300 123 9 123
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Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
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Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online
Please note: Complaints must be referred to the FOS within six months of receiving either our Final Response or Summary Resolution Communication.
To learn more about the FOS, visit: https://www.financial-ombudsman.org.uk
