Making a Complaint to Snoop
At Snoop we are committed to providing a service of the very highest standard. We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by emailing us at firstname.lastname@example.org.
Snoop's Complaints Process
When you contact us, we’ll aim to resolve the issue straight away.
If we’re not sure whether you’d like to raise a formal complaint, we’ll check back with you to make sure we understand fully so we can address your request in the most appropriate way.
Where we believe we can resolve your complaint within two working days, we will send you our response within that timeframe.
If the issue is more complex or we can’t resolve the problem within two working days:
- We’ll send you an email to confirm we’ve received your complaint within that timeframe
- We’ll always aim to provide a final response to your complaint within 15 calendar days. In exceptional circumstances, if there is a delay beyond 15 days, we’ll keep you posted on our progress explaining the reasons for the delay and the date on which we’ll provide a final response (which will be no later than 35 working days from the date we received your complaint).
- When we provide our final response, we’ll confirm our decision on your complaint, what we’ll do to put things right and information about the Financial Ombudsman Service.
If you’re not satisfied with our final response, where you are eligible, you’ll have the right to refer your case to the Financial Ombudsman Service (FOS). Their address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR. More information about the service can be found on their website www.financial –ombudsman.org.uk or by calling them on free phone 0800 023 4567 or emailing them at email@example.com. FOS also provide an online complaint form which is available on their website at https://help.financial-ombudsman.org.uk/help.
Online Dispute Resolution
The European Commission provides an online dispute resolution (ODR) platform which allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.
If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to Snoop is the Financial Ombudsman Service. You can either contact them directly using the details above or you can submit your complaint on the ODR platform at http://ec.europa.eu/odr.
You will need the following information about us to use the ODR platform:
Our name: Usnoop Limited
Our email: firstname.lastname@example.org
Our website address: https://snoop.app
Our geographic address: United Kingdom