Complaints | Plemmo

1. How to make a complaint

If you're unhappy with our service, please get in touch and we'll do our best to put it right. You can contact us by:

Email: hello@plemmo.co.uk
Phone: 0333 041 1161
Post: Plemmo, 133 Soho Hill, Hockley, Birmingham B19 1AT, United Kingdom

2. What to include

To help us investigate quickly, please tell us: your name and business name; the best way to contact you; what the complaint is about and what happened; and what you'd like us to do to put it right. If your complaint relates to a product or service you took out with a provider, please include any reference numbers you have.

3. Our process and timescales

We will acknowledge your complaint within 5 business days of receiving it, and aim to provide a full response as quickly as possible — and in any event within 8 weeks. If we need more time to investigate, we'll keep you updated and explain why.

We'll investigate fairly, keep you informed, and write to you with the outcome and the reasons for our decision. If we got something wrong, we'll tell you how we'll fix it.

4. If you're still not happy

If you remain dissatisfied after our final response, you may have further options depending on the product or service involved:

Complaints about a provider's product or service (for example a payment provider, lender, energy supplier or EPOS supplier) should also be raised with that provider directly, as your agreement for the product is with them. Many providers are members of a relevant ombudsman or redress scheme and can tell you how to escalate.
Plemmo's own conduct. Plemmo acts as an introducer and is not authorised or regulated by the Financial Conduct Authority, so the Financial Ombudsman Service does not generally cover Plemmo's introducer activities. Where a regulated provider is involved, you may be able to refer the matter to the relevant ombudsman via that provider.
Alternative dispute resolution (ADR). We are finalising our alternative dispute resolution arrangements; details will be published here once confirmed.

5. Contact

Any question about this procedure can be sent to hello@plemmo.co.uk or raised on 0333 041 1161. See also our Terms & Conditions and Legal Disclosures.