Complaints Procedure

We aim to provide you with the best online service that we can. On the rare occasion that something goes wrong, we want to hear from you so that we can improve our service, and put things right. We aim to deal with complaints immediately. Hence we have published below our full complaints procedure.

Upon investigation of your complaint, if we find that we have made an error, we will correct the matter immediately and we will keep you informed every step of the way. This will detail what we have found, and what we have done to correct it.

If, however, objectively we disagree with your complaint, our commitment to communicating our decision remains. Our complaints procedure is thorough,We will detail how we have concluded our disagreement, along with suggestions of next steps to resolve the issue. There may also be occasions where we only disagree with a part of your complaint. We will make this clear to you in our response.

HOW MOOLR DEAL WITH COMPLAINTS: OUR FULL COMPLAINTS PROCEDURE

Where possible, we will acknowledge receipt of your complaint within 24 hours of receipt. Please note however, that there may be occasions where this takes longer than anticipated. we ask that you be patient, as we will always reply.

If we cannot resolve the matter satisfactorily within 72 hours, or if more time is required in order to sufficiently investigate the complaint, we will inform you immediately. We will keep you updated every step of the way.

You will receive a final response to your complaint within eight weeks of the original complaint and in exceptional circumstances, if the complaint is still not resolved, we will communicate to you the reasons why. we will provide a full explanation of the remaining options to both parties.

HOW TO CONTACT US TO COMPLAIN:

We are an online business, and as such, the following methods are available to you should you need to contact us.

  • By e-mail to: [email protected]
  • By post to Moolr, 26A Dunraven Place, Bridgend, CF31 1JD.

FINANCIAL OMBUDSMAN SERVICE:

If you feel we have been unable to resolve your complaint satisfactorily, and feel that by further communicating with us, a resolution will not be found, you are entitled to request an independent review of the matter from the Financial Ombudsman. This must be made within 6 months of the date of our final response.

You can contact the Financial Ombudsman using the below details:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone Number: 080 0023 4567 or 030 0123 9123
E-mail: [email protected]
Website: www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/