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.

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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 what happens next.
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Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (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 the FOS if you wish to escalate your complaint further. However, it is worth noting, the FOS will generally 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 our Regulatory Status page: https://www.loqbox.com/en-gb/regulatory-status

‍For further information about the FOS and how to contact them, visit: www.financial-ombudsman.org.uk

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‍Complaints About Your Personal Information (Data Protection Complaints)

If you're unhappy with how we have handled your personal information, you can make a Data Protection Complaint to us.

This could include concerns about how we have:

- collected or used your personal information
- stored or retained your personal information
- shared or disclosed your personal information
- kept your personal information secure
- handled inaccurate personal information
- corrected or deleted your personal information
- handled a request to exercise your data protection rights.

You don't need to use the words "data protection complaint", refer to data protection legislation or use a particular form to raise a concern with us.

You can raise a Data Protection Complaint by e-mailing us at privacy@loqbox.com


What Happens When You Make a Data Protection Complaint?
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When we receive a Data Protection Complaint, we will:

- start looking into your concerns when we receive them
- acknowledge your complaint within 30 days
- make appropriate enquiries into what has happened
- investigate your complaint without undue delay
- keep you informed about the progress of our investigation where appropriate
- let you know the outcome of our investigation without undue delay.

We aim to deal with Data Protection Complaints as quickly as reasonably possible.


If You're Unhappy With How We've Handled Your Personal Information
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If you're unhappy with how we've handled your personal information or our response to your Data Protection Complaint, you have the right to raise your concerns with the Information Commissioner's Office (ICO).

The ICO is the UK's independent regulator for data protection.

You can make a complaint:

‍- Online: ico.org.uk/make-a-complaint
‍- Telephone: 0303 123 1113
‍- Live Chat: https://ico.org.uk/global/contact-us/contact-us-public/public-advice/ 
- Post:  Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF  ‍‍
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