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 complaints@snoop.app. Our Complaints Manager (Chief Customer Officer) is Cara Norton. You may reach Cara at complaints@snoop.app.
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 three 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 three 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 complaint.info@financial-ombudman.org.uk. FOS also provide an online complaint form which is available on their website at https://help.financial-ombudsman.org.uk/help.