If we get something wrong, we want to put it right. This is how to tell us, and what we do next.
1. How to complain
Write to complaints@fidorox.com. Tell us what happened, when, and what you would like us to do. You do not need to use any particular words: if you are unhappy with us, we treat it as a complaint.
2. What happens next
- We confirm we have your complaint within two working days, and tell you who is handling it.
- A person who was not involved looks at what happened.
- We send you our final answer within 15 working days. If we cannot, for reasons outside our control, we tell you why and when you will have it, which is never later than 35 working days after we received your complaint.
3. If you are not satisfied
You can take your complaint to [the alternative dispute resolution body for the launch country] (to be confirmed), free of charge, after our final answer or if we have not answered in time. When accounts open, complaints about them may also go to [Licensed partner] (to be confirmed), and to the bodies its licence names.