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Are you unhappy with our service?

Talk To Us

If you're not completely happy with our service, we'd like to hear about it - that way, we can do something to put it right.

We try to do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right first time.

When that happens, we always encourage you to tell us about your complaint, so that we can correct the matter.

We want to:

. Make it easy for you to tell us about your complaint
. Give your complaint the attention it deserves
. Resolve your complaint without delay
. Make sure you are satisfied with how your complaint was resolved

How and Where to Complain

If you're not satisfied with any aspect of our service or products, you can tell us about your concern in the following ways:

. In person - visit any of our stores and speak to a member of staff.
. In writing - address your letter to the Manager of your store.
. By telephone - call us on 0800 0124 363.
. By e-mail - email us at .

How long will it take?

We aim to solve your concern straight away.

We will respond to you within 24 hours and explain what action will be taken. In most cases, we try to resolve any complaint within this time period.

However, if we have not been able to resolve your complaint within one week, we will write to tell you:

. Why we have not yet resolved your complaint
. Who is dealing with your complaint
. When we will contact you again

We will contact you regularly until your complaint has been resolved.

If your complaint is particularly complex, it may take longer to resolve. If the complaint is not resolved in 4 weeks from receipt, we will write to you again to explain why we are not in a position to fully respond and indicate when we will make further contact.

If, together, we cannot reach an agreement by the end of eight weeks, we will issue a final response letter, which will explain our final position.

In exceptional circumstances, where eight weeks have passed and we still cannot issue a final response letter, we will send you a letter giving you reasons for the delay and an indication of when we expect to provide a resolution.

If you are unhappy with the way your complaint is dealt with

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you're not satisfied with our action and explanation, the member of staff dealing with this complaint will be happy to discuss your concerns further.

However, if you remain unhappy, you can ask for your complaint to be reviewed at a higher level within ROX. Our Managing Director will review your complaint fully and will aim to give you a full response within two weeks. If their investigation is likely to take longer, they will keep you fully informed of their progress.

You can write to the Managing Director at the address shown below. Please provide details of your complaint and what you would like us to do to resolve matters.

Managing Director
42-45 Argyll Arcade
G2 8BG

If together we can't reach an agreement

If we can't reach agreement with you, we will send you a 'final response' letter. This letter will clearly set out our position in relation to your complaint.

Our aim is to resolve complaints quickly. However, if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Alternatively, you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on

The Financial Ombudsman Service offers a free independent service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.