At Ether Services we are committed to providing a high-quality service to all of our customers. We recognise, however, that there may be occasions when our service falls short of what you expect. If you are unhappy with any aspect of our service, we want to hear from you so we can try to put things right.

How to Make a Complaint

You can submit a complaint to us using any of the following methods:

• Email: complaints@etherservices.co.uk
• Post: Ether Services Ltd, Unit 91B, 89 Leopold Street, Birmingham, B12 0UD, United Kingdom
• Telephone: 01217283300 or 01212708892

When contacting us, please provide your full name, contact details, a description of your complaint, and any relevant account or transaction reference numbers. This will help us investigate your complaint as quickly as possible.

What Happens Next

Once we receive your complaint, we will handle it as follows:

• We will aim to resolve straightforward complaints within three business days and send you a Summary Resolution Communication confirming the outcome.
• For complaints requiring further investigation, we will send you a written acknowledgement within five working days of receiving your complaint.
• We aim to provide a full response within 15 working days. In exceptional circumstances, where this is not possible, we will write to you explaining the reason for the delay and give you a date by which you can expect a final response.
• We may need to contact you during our investigation to request further information or clarification.

If You Are Not Satisfied

If you are not satisfied with our response, or if you have not received a final response within 15 working days, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), an independent body that arbitrates on complaints between consumers and financial services businesses.

Please note that complaints must be referred to the Financial Ombudsman Service within six months of receiving our final response.

You can contact the Financial Ombudsman Service by:

• Telephone: 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
• Online: www.financial-ombudsman.org.uk

Further information about the Financial Ombudsman Service is available at www.financial-ombudsman.org.uk.