Complaints Policy

Last updated: 17th September 2021

At Fluidly we want to do everything we can to make sure customers get the best possible service. 

However, there may be times when you feel that our service falls short. If this happens, we would ask you to tell us about your complaint, so that we can put matters right.

How to make a complaint

Email: Email us at [email protected], we have a dedicated team available from 9am to 5pm Monday to Friday (please note that we are closed on all UK public and bank holidays).

Write to us: Please address complaints to The Complaints Department, Fluidly Ltd, 3-5 Fashion Street, London, E1 6PX. 

Please include details of how you would like us to reply.

How long will it take to resolve?

We’ll always try to handle complaints as quickly as we can. We will aim to resolve your complaint or send you an acknowledgment within five working days. 

Following an acknowledgement we will write to you within 15 working days to advise you what we’ve done to resolve the problem or we will provide you with further details of when you can expect a full response. 

If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. 

Contact details for the Financial Ombudsman Service:

Financial Ombudsman Service Exchange Tower London E14 9S

Email: [email protected]

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