Complaints Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and correct the situation.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

Financial Complaints Procedure

Should you wish to make a complaint of a financial nature, please click on the link below where you will also find details of our complaints procedure: https://www.hiber.com/complaints

You can also find details of Noverna’s complaints process by visiting their page here: https://www.noverna.com/complaints

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally involve passing your complaint to our manager, who will review and speak to the member of staff who acted for you.
• Switched on London Ltd will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.
• Within 3 days of the meeting, Switched on London Ltd will write to you to confirm what took place and any solutions he has agreed with you.
• If you don’t want a meeting or it is not possible, Switched on London Ltd will send you a written reply to your complaint, including their suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
• At this stage, if you are still not satisfied, you should contact us again and we will arrange for a third party to review his decision.
• We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can then contact the:

Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ

Retailer Complaint

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0208 715 4058
Email: info@switchedon.london
Address: 625 Garratt Lane, London SW18 4SX

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk