We’re really sorry you’re not happy, we want to sort things out for you quickly.

If you are unhappy with our service and would like to make a complaint, you can contact us at:

Or you can write to us:
Zoe AI, 68 Hanbury Street, London, E1 5JL

If you need independent advice

The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process:

We will always try to resolve your complaint

We will always try to resolve your complaint as soon as we receive it. Where we can't we will aim to send you an acknowledgement of your complaint within 48 hours and tell you who is dealing with the matter so that you know who to contact.

We will work hard to resolve the problem as quickly and efficiently as possible. Where your case is complex or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed while we do so.

We aim to agree a way forward that you’ll be happy with. If you’re not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take it to the Financial Ombudsman Service. This is a free, independent service which can consider complaints about a range of goods and services and financial services matters.

Complaints policy

View a copy of our complaints handling procedure and policy.

How we handle complaints (PDF 102KB)

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