Complaints

How to complain

If youʼre not happy with us for some reason we will work hard to change that. Please contact us via in-app chat, email or phone (freephone 0808 164 1020). If you wish to make a formal complaint please email complaints@dozens.com and we will get back to you with a response. We aim to respond to all complaints within a week or two, ideally faster whenever possible.

Financial Ombudsman Service

In the unfortunate circumstance that we canʼt provide a response you are happy with, you have the right to refer your complaint to the UKʼs Financial Ombudsman Service (FOS) at Exchange Tower, London E14 9SR or you can contact them via phone on 0800 023 4567. Please be aware there are time limits beyond which the FOS may no longer be able to hear your complaint.

You can find further details of the service offered by the FOS at http://www.financialombudsman.org.uk/.

You can also find their consumer leaflet with further information at https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

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