We’re Here
To Listen.

01

Tell us what happened

If you are unhappy with an Ovado service, email info@ovado.co. Please include your name, contact details, any relevant transaction reference, a description of what happened and how you would like us to resolve it.

02

How we review your complaint

We will acknowledge your complaint promptly and review the information you provide. We may contact you for further information so that we can understand what happened.

Our response will explain the outcome of our review and, where applicable, the next steps available to you.

03

Payment-services response times

For complaints covered by the payment-services complaint rules, we will normally send our final response within 15 business days of receiving your complaint.

If exceptional circumstances outside our control prevent this, we will explain the delay within that period and provide our final response within 35 business days.

04

Independent review

If you are eligible and are unhappy with our final response, or we have not responded within the applicable time limit, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge.

You normally need to do so within six months of our final response. The Ombudsman decides whether a complaint falls within its jurisdiction. Eligibility for businesses depends on the applicable criteria.

05

Concerns about personal data

For concerns about how your personal information is handled, see the contact and privacy concerns section of our Privacy Policy. It includes information about contacting Ovado and the Information Commissioner’s Office.