Customer Complaints Handling
We take customer feedback seriously. If you are unhappy with our service, we want to put things right.
Making a Complaint
If you are unhappy with the service you have received please tell us as soon as possible so we can try and put things right.
Silicon Marketing Limited
Bawtry Hall, South Parade
DN10 6JH, United Kingdom
Helpful Information
To assist us in dealing with your complaint quickly, please provide the following details:
- The FactsEvents in order, including dates and times the problem arose.
- Your DetailsFull name, contact details, and customer reference number.
- ResolutionHow you would like us to make things right.
Our Complaints Process
We aim to resolve all issues as quickly as possible. Here is what you can expect from us.
Acknowledgment
If your complaint cannot be resolved by the close of 3 business days, we will acknowledge it in writing within 5 working days of receipt, and a full investigation will follow.
Investigation & Updates
We may ask for documentation to assist us. If we cannot issue a final response within 14 days, we will write to provide an update.
Final Response
A final response setting out our conclusions will be issued no later than 8 weeks from receipt.
Financial Ombudsman Service
If we are unable to resolve your complaint within 8 weeks, or if you remain dissatisfied with our final response, you may refer your complaint to the FOS.
Contact Details
Exchange Tower
London
E14 9SR
Important Note
The FOS offers a free dispute resolution service for accounts regulated by the Consumer Credit Act 1974 (e.g., bank accounts, loans, credit cards).
If you refer your complaint to FOS, you must do so within six months of the date of our final response letter. Accounts that are non-regulated (e.g., utilities) do not fall under the remit of the FOS.