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. If you feel that you have followed this process with the retailer and are still unhappy, please do make us aware.
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.
Your complaint will be responded to in writing and you will be provided with a final written decision. Once you have received this, there is no further escalation process within DivideBuy.
If you are unhappy with your final written decision or in the unlikely case that you have not received a written response within the 8-week time frame, under FCA regulations, you are entitled to escalate your complaint to The Financial Ombudsman Service.