At Pollen Technologies each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
How to make a complaint
Should you feel that we have not provided the level of service you would expect from us and wish to make a complaint, please contact us by emailing our team:
By phone: 020 457 18051
By email: support@pollentechnologies.com
By post: 123 Wellington Road, Cheshire, SK1 3TH
Please provide as much detail as possible, including:
- Your name and contact details
- A description of what happened
- When the issue occurred
- Any supporting documents (if available)
What happens next
1. Acknowledgement
We will acknowledge your complaint promptly and in writing.
2. Investigation
We will investigate your complaint fairly, thoroughly, and without unnecessary delay.
3. Response
For complaints relating to payment services, we aim to resolve the matter within 15 business days of receiving your complaint.
If we cannot provide a final response within this time due to exceptional circumstances, we will send you a holding reply explaining the delay and when you can expect a full response.
In all cases, we will provide a final response within 35 business days.
If You Are Not Satisfied
If you are not satisfied with our response, or if we do not provide a final response within the required timeframe, you may refer your complaint to the Financial Ombudsman Service (FOS), free of charge.
Contact details for the Financial Ombudsman Service:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Post: Exchange Tower, London, E14 9SR
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.
Our Commitment
We are committed to treating all customers fairly and handling complaints in a transparent, timely, and consistent manner. Complaints data also helps us improve our services.