Loqbox Complaints Procedure

Our Commitment To Resolving Complaints
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‍At Loqbox, we aim to provide a high standard of service to all our members. However, we understand that sometimes things can go wrong. When this happens, we want to resolve the issue as quickly and fairly as possible.

We take all complaints seriously and review each case carefully to understand what has happened and how we can put things right. Your feedback helps us improve our products, services, and the experience we provide to our members.

If your complaint relates to products or services that are not regulated, we will still review it carefully and treat it with the same level of care and fairness as any regulated complaint. We take all complaints seriously and are committed to maintaining high standards of service for our members.

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‍How To Complain: 
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‍You can contact us using one of the following methods:
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‍Email
‍You can email our support team at:
‍support@loqbox.com
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‍Through your Loqbox account
‍You can submit a complaint by signing into your Loqbox Members Area and contacting our team through the support options.

Please include as much information as possible so we can investigate your complaint quickly. This may include:

- Your full name
- The email address linked to your Loqbox account
- Details of the issue you would like to raise
- Any relevant dates or transactions
- What outcome you would like us to consider

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‍What happens next

‍We will acknowledge your complaint within 5 business days of receiving it.

We will investigate the issue, which may involve reviewing your account and speaking with relevant teams.

We aim to resolve complaints as quickly as possible and will provide our final response within 8 weeks of receiving your complaint. If we can’t provide a final response within 8 weeks, we’ll write to you to explain why and let you know when we expect to complete our investigation.

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‍Complaints About Your Data

‍If your complaint relates to how we have handled your personal data, we will follow the same steps outlined above in line with our obligations under UK Data Privacy laws and regulations.

If you’re unhappy with how we have handled your complaint, you may have the right to raise it with the Information Commissioner’s Office (ICO), which is the UK regulator for data privacy. More information on how to make a complaint to the Information Commissioner’s Office can be found on their website: https://ico.org.uk/make-a-complaint

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Financial Ombudsman Service (FOS)

The FOS is an independent public body established by the Government for the purpose of resolving disputes between consumers and providers of financial services.

For complaints relating to our regulated products and services you can contact them if you wish to escalate your complaint further. However, it is worth noting, the FOS will only look into your complaint once we have been given a reasonable opportunity to resolve it ourselves.

To understand which of our products and services are regulated please visit this page: https://www.loqbox.com/en-gb/regulatory-status

‍For further information and contact details of the FOS you can visit their website at: www.financial-ombudsman.org.uk