104 Victoria Road, Aldershot, Hampshire GU11 1JX

At Balazoo Express Limited, we always aim to provide you with the highest standards of service – both through our product, and our Customer Support team, who are always on hand to help with your enquiries. However, we do understand that there may be rare occasions where our service has not met your expectations.

If this is the case, we wish to extend our sincerest apologies to you that you feel we have let you down, and we will remain committed to righting the situation with you wherever possible.

This article contains details of our complaint’s procedure, and your rights as a consumer. The procedure has been designed in line with the recommendations and requirements of our regulators at the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

Although you have the right to make a complaint orally, for the sake of a clear understanding of the issues at hand, we would always recommend that you submit your complaint by email to or call, clearly detailing your account membership number or the payment order number in question.

Please outline fully the nature of your dissatisfaction or complaint, and your email will be escalated to the correct individual or department. All of our Customer Support team receive training on recognizing and managing a complaint and are aware of our internal escalation procedure.


Please ensure you provide the following information to help us investigate your complaint:

  • Full name and address
  • Daytime telephone number and preferred contact time
  • Transaction number
  • Details of your complaint
  • Preferred method of contact- post, email, or phone

How to report the complaint?

Phone

Phone Number: +44 (0)125 226 6414

(Lines are open between 9am and 5pm from Mon to Fri)
Calls may be recorded for training and security purposes.

Write


104 Victoria Road, Aldershot, Hampshire GU11 1JX

Email

Email: [email protected]


How your complaint will be handled?

We will take your complaint seriously and attempt to resolve it as quickly as possible. If for any reason we can't resolve the complaint straight away, we will follow the procedure below:

Acknowledgement

  1. Balazoo Express Limited will begin the process of investigation immediately after receiving your complaint and respond within a reasonable period of time.

Progress Update

  1. In most cases the complaint should be resolved within 15 business days.

  2. If additional time is needed for reasons beyond our control, Balazoo Express Limited will inform you indicating the reasons and specifying a final deadline, which will not exceed 35 business days where possible.

  3. Balazoo Express Limited may also request further information or documents from you that may help expedite the investigation.

Final Response

  1. Upon completion of the investigation, Balazoo Express Limited will communicate the final decision via your preferred method (email or post), unless the regulation requires any specific method of communication.

If you are not satisfied with our final response, you can seek further help from the Financial Ombudsman:

The Financial Ombudsman Service, Exchange Tower, Harbor Exchange, London E14 9SR or send email to [email protected]; or dial 0800 023 4567 or 0300 1239 123 (Between 8am and 8pm from Mon to Fri, Sat 9am to 1pm) or +44 20 7964 0500 (from outside the UK).

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