Complaints

What to do when things don't go right.

At Wonderful, we aim to ensure that our customers are satisfied with the services we offer and the way our platform operates. We do however understand that sometimes things can go wrong, and when this happens, we would like you to let us know so that we can put things right as soon as possible. If you aren’t happy with something, then please be sure to let us know by contacting our complaints department.

How to contact complaints:

Alternatively, you can email us at complaints@wonderful.org, call our Complaints Team on 033 3443 3333 or write to the following address:

Complaints Team
Wonderful
Carpenter Court,
Maple Road,
Bramhall,
Cheshire,
SK7 2DH

What to include:

The easiest way to ensure we have all of the information we need for us to process your complaint as quickly and efficiently as possible is to complete this brief online Complaints form.

If, however you wish to contact us by any of the alternative methods listed above, please aim to include the following details when submitting a complaint:

  • Your full name
  • Your contact telephone number
  • Your email address
  • Your address (postal complaints)
  • The date of the complaint (postal complaints)
  • The substance of the complaint
  • Any correspondence relating to the complaint (if applicable)

Hearing from us:

You will receive confirmation that your complaint has been received, typically within 24 hours of submitting it to us (postal complaints could take 1-3 working days). We will then aim to fix the issue straight away and contact you within 1-5 working days from the complaint issue date to either let you know of a possible solution we can offer, or alternatively, if the issue is more complex, we will give you an estimate of how long we need to work on your complaint.

We will always aim to get back to you within 15 working days with a Final Response to your complaint. It is however possible for there to be exceptional circumstances where this is not possible, and in these instances, we will aim to resolve and close your complaint within 35 working days and will be sure to keep you updated on progress along the way.

Once the issue has been resolved/complaint has been closed, we will keep a record of this, should you wish to get back in touch at all. If for any reason you aren’t satisfied with our Final Response, where eligible, you have the right to contact the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service (FOS) contact details can be found below:

Address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:
0800 023 4567
0300 123 9123

Email:
complaint.info@financial-ombudsman.org.uk

Online:
www.financial-ombudsman.org.uk