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:
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
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.
