We understand that sometimes, your experience may not be as expected. We pride ourselves on ensuring that our customers have a great experience when spreading the cost with DivideBuy. If you are dissatisfied with DivideBuy, please let us know so that we can work on improving experiences for everybody.
If you are unhappy with a retailer you have made a purchase with, please contact the retailer directly and follow their complaints procedure.
Please communicate any dissatisfactions in writing. You can do so by using one of the following channels:
We aim to investigate and respond to all complaints as soon as we can, but your dispute will receive a response within 8 weeks of DivideBuy receiving your complaint in writing.
Under FCA regulations, you are entitled to escalate your complaint to The Financial Ombudsman Service after this period. However, the agreement may be outside of their remit and they may not be able to take any action.
You can raise a complaint online by visiting www.financial-ombudsman.org.uk/contact-us, or call their helpline on 0800 023 4567 or write to:
The Financial Ombudsman Service
Harbour Exchange Square,
Isle of Dogs,
Alternatively, you can leave a voice message by dialling 01782 971 218, leaving your name, number, email address, and the reason for your complaint, and we will either return your call or email you with the outcome.
Ends 31st of December 2023