Customer Complaints Procedure

sQuidcard is committed to providing a high-level service. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times.
This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.

How to make a complaint
You can make a complaint by letter or email. Written complaints can be sent to The Customer Services Manager, sQuidcard Ltd, 78-80 Portsmouth Road, Surbiton, Surrey KT6 5PT or by email to customerservice@squidcard.com

What will we do once we have received your complaint?
Your complaint will be referred to our Customer Service Manager, as soon as possible. In the event that the Customer Service Manager is involved in the subject matter of the complaint, your complaint will be referred to another Manager.

We will promptly acknowledge your complaint in writing. In this acknowledgement we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. We will also include a copy of this policy.

Investigating and resolving your complaint
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. We will set out our conclusions in a final response to you.

If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide the compensation to you.

Our timetable for responding to you is as follows: 
Once we have acknowledged your complaint we will keep you informed of our progress. Within 30 days of us receiving your complaint we will send you either a final response or a written response which:

  • explains why we are not in a position to make a final response to you and when we might be expected to provide one;

  • informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”);

  • and if so encloses a copy of the FOS standard explanatory leaflet. 


The Financial Ombudsman Service (“FOS”)
If you are an eligible complainant you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response.


Closing complaints 
We will regard your complaint as closed in the following circumstances:

  • once we have sent you a final response; or  

  • where you have told us in writing that you accept an earlier response that we have sent to you; or  

  • if you refer your complaint to FOS, when FOS informs us in writing that the complaint has been closed.


sQuid is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that we will identify and remedy any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.