Complaints Policy

We take complaints seriously. If something has gone wrong, we want to hear about it and put it right as quickly as possible. This policy explains how to make a complaint and what you can expect from us.

How to Make a Complaint

You can contact us by any of the following methods:

Contact us

Email: support@tentbox.com

Post: TentBox Ltd, Roman House 39 Botley Road, North Baddesley, Southampton, England, SO52 9AE

Phone: 023 8220 5777

Please include your name, contact details, order or account reference (if applicable), and a clear description of your complaint. The more detail you provide, the faster we can help.

What Happens Next

  • Promptly: We will acknowledge your complaint and let you know who is handling it.
  • Within 3 days: Where possible, we aim to resolve your complaint and send you a final response within 3 business days. If we do, we will tell you about your right to refer the matter to the Financial Ombudsman Service.
  • Within 8 weeks: If we have not been able to resolve your complaint within 8 weeks, we will send you a final response or a letter explaining why we need more time and when you can expect a resolution.

If You Are Not Satisfied

If you are unhappy with our final response – or if 8 weeks have passed since you first complained – you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge.

Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Phone: 0800 023 4567 (free from landlines) or 0300 123 9123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

You must refer your complaint to the FOS within 6 months of receiving our final response.

TentBox Ltd is authorised and regulated by the Financial Conduct Authority. FCA firm reference number: 943034. Registered in England & Wales. Company number: 10243845. Registered address: Roman House 39 Botley Road, North Baddesley, Southampton, England, SO52 9AE.