Complaints Procedure

At Talk Once Limited we strive to achieve the highest customer service and value your feedback. Any complaints are taken seriously and should always be reported direct in the first instance by emailing the details of your complaint to support@talkonce.co.uk

We aim to resolve your complaints as soon as reasonably possible, usually within 48 hours. If this is not possible we will send you an acknowledgement within 5 business days of receiving your complaint letting you know what we are doing to resolve it and when you can expect further contact from us.

As soon as we have completed all enquiries into your complaint we will write to you confirming details of our final decision.

If after 4 weeks we are not in a position to provide details of our final decision we will confirm the reasons for the further delay and provide details as to when you may expect our decision.

If after 8 weeks our enquiries into your complaint are continuing we will again confirm the reasons for this and provide details of when you should expect to receive our final decision.

At this stage we will also provide an explanatory leaflet from the Financial Ombudsman in the event that you wish to take your complaint further. If you are unhappy with our decision you may appeal to the Financial Ombudsman within 6 months of us issuing our final decision letter.

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