Complaints Policy
Snatch & Glow Ltd
1. Complaints – General Principles
Snatch & Glow Ltd (“the firm”) handles complaints in line with relevant regulatory requirements, including the DISP sourcebook and ICO requirements.
The firm will deal promptly and fairly with complaints referred to it in respect of its business activities carried on from establishments in the United Kingdom and/or EEA branches.
A complaint is defined as any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a service or redress determination, which alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience.
A complainant does not need to specify that their expression of dissatisfaction is a complaint. It is the responsibility of the firm to recognise and treat such expressions as complaints accordingly.
Complaints may be made free of charge by any reasonable means.
2. Complaint Handling Procedures
The firm maintains effective and transparent procedures for the reasonable and prompt handling of complaints.
Once a complaint is received, the firm will:
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Promptly acknowledge receipt of the complaint
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Request and review all relevant information relating to the complaint
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Investigate the complaint competently, diligently, and impartially
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Assess whether the complaint should be upheld
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Determine whether any remedial action or redress is appropriate
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Explain the outcome clearly, fairly, and without misleading information
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Comply promptly with any accepted remedial action or redress
All complaints are assessed on a case-by-case basis.
3. Complaints Resolved Within Three Business Days
Where a complaint is resolved by the close of business on the third business day following the day it is received, the firm will issue a summary resolution communication confirming:
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That the complainant has made a complaint
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That the firm considers the complaint to be resolved
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That the complainant may refer the complaint to the Financial Ombudsman Service if dissatisfied
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Whether the firm consents to waive relevant time limits
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The website address of the Financial Ombudsman Service and availability of further information
4. Complaints Time Limits and Responses
Acknowledgement
The firm will issue a written acknowledgement within 24 hours of receiving a complaint and will keep the complainant informed of progress thereafter.
All acknowledgements and responses are issued in the name of Kiana Djazeb.
General Contact Letter
Where further information is required and the firm has been unable to reach the complainant after attempting contact over three days, a general contact letter will be issued.
Four-Week Holding Response
If a complaint cannot be resolved within four weeks, a written holding response will be sent explaining the delay.
Eight-Week Final Response
Within eight weeks of receipt, the firm will issue either:
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A final response upholding or rejecting the complaint, or
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A written response explaining why a final decision cannot yet be made and informing the complainant of their right to refer the complaint to the Financial Ombudsman Service
5. Final Response
A final response will:
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Accept or reject the complaint, or offer redress without accepting the complaint
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Give clear reasons for the decision
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Enclose or reference the Financial Ombudsman Service explanatory leaflet
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Provide the website address of the Financial Ombudsman Service
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Inform the complainant of their right to refer the complaint to the Financial Ombudsman Service
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Indicate whether the firm consents to waive applicable time limits
6. Forwarding of Complaints
Where the firm has reasonable grounds to believe that another firm may be solely or jointly responsible for the complaint, it may forward the complaint or part of it.
The complainant will be informed promptly and provided with the relevant contact details.
Complaints forwarded to the firm by another organisation will be treated as if received directly by Snatch & Glow Ltd, with standard time limits applying from the date of receipt.
7. Time-Barring of Complaints
If a complaint is received outside the applicable time limits for referral to the Financial Ombudsman Service, the firm may reject the complaint without considering its merits.
In such cases, the firm will explain the reason for rejection and inform the complainant that the Financial Ombudsman Service may waive time limits in exceptional circumstances.
8. Record Keeping and Monitoring
All complaints are logged immediately upon receipt and classified by category.
Records of complaints are retained for three years from the date of receipt.
A complaint is considered closed when:
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A final response has been issued
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The complainant has accepted an earlier response in writing
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The complainant has not replied within eight weeks of a written response
The firm also actively monitors expressions of dissatisfaction, including those made on social media platforms.
9. Escalation to the Financial Ombudsman Service (FOS)
If the complainant remains dissatisfied after receiving a final response, or if eight weeks have passed since the complaint was first raised, the complaint may be referred to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
United Kingdom
Phone: 0800 0 234 567
Phone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Referral must be made within six months of the date of the firm’s final response, unless exceptional circumstances apply.
10. Data Protection and ICO Complaints
Complaints relating to access to personal information, data accuracy, or data handling will be addressed within statutory timelines, not exceeding 28 days.
If the complainant remains dissatisfied, they may escalate the matter to the Information Commissioner’s Office (ICO). Complaints should generally be raised with the ICO within three months of the last meaningful contact with the firm.
11. Complaints Governance and Review
Complaints are reviewed to identify root causes, trends, and areas for improvement. Where necessary, corrective and preventative actions are taken.
Complaints data is reviewed periodically, and appropriate management information is produced to support service improvements and compliance.
Complaints data is reviewed periodically, and appropriate management information is produced to support service improvements and compliance.
Complaints relating to access to personal information, data accuracy, or data handling will be addressed within statutory timelines, not exceeding 28 days.
If the complainant remains dissatisfied, they may escalate the matter to the Information Commissioner’s Office (ICO). Complaints should generally be raised with the ICO within three months of the last meaningful contact with the firm.
12. Finance Providers
Where a complaint relates to a finance agreement facilitated by a third-party finance provider), the firm will assess the complaint in accordance with this policy. Where responsibility for the complaint rests wholly or partly with the finance provider, the firm will inform the complainant promptly and provide appropriate referral details. Complaints concerning the underlying goods or services will be handled by the firm in the first instance.
