Submitting a Complaint
How to make a complaint: You can email details of your complaint to [email protected].
It is important that you provide as much information as possible about your complaint and attach any supporting documents. This will enable us to fully investigate your complaint as quickly as possible.
Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
Stage 1: Review by a Team Manager
Team Manager Review: Your complaint will be assigned to a Team Manager who will investigate your complaint and propose a resolution.
Response: You will receive a detailed response from the Team Manager within 5 working days of us acknowledging your complaint. This response will outline the Team Manager’s findings, the reasons behind the decision and will propose a resolution. If you are happy with the response and resolution proposed, we will close your complaint.
Stage 2: Review by a Customer Support Manager
Customer Support Manager Review: If you are unhappy with the Stage 1 response, you have 10 working days to request a review by our Customer Support Manager. You must tell us why you are unhappy with the Stage 1 decision and provide any relevant evidence or supporting documents together with details of your desired outcome.
Response: The Customer Support Manager will thoroughly review your complaint and provide a final response within 7 working days of us receiving your request for a review of the Stage 1 decision. The Customer Support Manager will address your concerns setting out reasons for their decision. Their decision will be final.
Extending time limits
Complex Issues: We aim to address all complaints within the timescales above; however, if a complaint is particularly complex, it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of the progress of the investigation, the reasons for the delay, and the new timescale.
Further Support
Citizen’s Advice: For more detailed information on your rights in relation to a complaint, you could visit the Citizens Advice website (www.citizensadvice.org.uk) or call Citizens Advice on 0808 223 1133.
Utility Suppliers: You can, at any time (and regardless of whether you have complained to us), contact the entity who supplies any utility (e.g. electricity, gas, water, internet, or television licence) to your house (known as the “Principal Provider” in our terms and conditions). If, you have a complaint about the supplier of your gas and electricity, you may refer it for free to the Energy Ombudsman at www.energyombudsman.org or to the Communications Ombudsman at www.commsombudsman.org if your complaint relates to your internet supply.
Personal Data: If you have a complaint about how we protect or use your personal data, you can contact the Information Commissioner’s Office (ICO) (www.ico.org.uk), the UK data protection regulator, at any time at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. We would, however, appreciate the chance to deal with your concerns before you approach the ICO.
Split The Bills prioritises exceptional customer service. We understand that issues may arise, and we are committed to resolving them promptly and effectively. We always encourage you to contact our friendly customer service team to discuss any issues that you may have. If, after speaking to them, you feel that your issue has not been resolved to your satisfaction, you can make a formal complaint using the process set out in this Complaints Policy.