Our promise

At Digihome, we work hard to make sure you never have to complain about our products or services or how we look after you.

Unfortunately, we don’t always get things right the first time around. We see our mistakes as an opportunity to learn and improve for the future, as well as make things right with you.

We take all complaints very seriously and our promise to you is that we will investigate and deal with your complaint promptly and fairly.

 

Making a complaint 

If you would like to make a complaint to us, please either:

• Email us at support@digihome.app
• Send us an in-App chat message
• Send us a letter to: Customer Support, Digihome, 15 Clarence Mews, London SW12 9SR. 

 

It’s suggested to include in the heading ‘Complaint’ to help in picking it up immediately.

 

How we handle complaints

Once we receive your complaint, we will promptly acknowledge it so that you know that we are on the case.

We have a maximum time limit of eight weeks to resolve your complaint, however we will work hard to investigate and access your complaint as soon as possible.

Once we have completed our assessment and reached a decision we will send you this in our final response and will include the full reasons for our decision. If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service

 

Financial Ombudsman Service (the FOS) 

The Financial Ombudsman Service (the FOS), is an independent organisation that resolves disputes between customers (like you) and financial services firms (like us. So if we were unable to resolve your complaint within eight weeks or if you’re not happy with our final response, you can refer your complaint to the FOS.

You only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS.

The FOS has produced a useful information leaflet which you can access here (https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

For further information, you can contact the FOS as follow:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0300 123 9123

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

Website: www.financial-ombudsman.org.uk