Complaint Policy

We believe that listening to our customers is the best way to make sure we’re always improving our service and we pride ourselves on making sure that our customers have a great experience when choosing us to fund their purchase!

If you are unhappy with a product or service that you have purchased from a retailer, please contact them first and follow their complaint procedure. But, if you have done this and are still unhappy, then do please contact us.

Once we have received your complaint, we will do our best to resolve it within three working days of receiving it. It will help us if you provide us with any information and/or evidence that you consider important to your complaint.

If this is not possible, we will send you a letter acknowledging your complaint and will resolve it within 8 weeks at the latest.

Here at etika, we believe that we do best when we speak to you, to make sure that we fully understand your complaint. You may hear from us if we need more information during our investigation and, certainly, before we issue our Final Response Letter to you. Please make sure we have your up to date contact information when you submit your complaint.

We aim to get your complaint resolved fairly and promptly the first time. But if, for any reason, you are not satisfied with the response you can come back to us with a copy of your Final Response Letter and we will happily take another look at your complaint for you. Alternatively, you can escalate your complaint to the Financial Ombudsman Service. For more details about the Financial Ombudsman Service, please visit their website at: https://www.financialombudsman.org.uk/