We aim to provide a service that just works. If something goes wrong we want to know about it and put it right.
How to make a complaint
Use our contact form with the category set to "Complaint".
Please include:
- The email address on your Anthia account.
- A clear description of what went wrong, including dates, screenshots if relevant, and any error messages.
- What outcome you would like.
You can also send a complaint by post to the address at the bottom of this page, though email is faster.
Our timescales
- Acknowledgement: within 2 working days of receipt.
- Initial response with our position: within 5 working days.
- Resolution: within 14 calendar days where reasonably possible. If we need longer, we will tell you why and give you a revised timescale.
A working day means Monday to Friday excluding UK bank holidays.
Escalation
If you are not satisfied with our initial response, you can ask for the complaint to be escalated to Henry Benzikie (the operator) personally. Reply to our response with "Please escalate" and we will pass it up. Henry will reply within 5 working days.
External options
If we have not resolved your complaint to your satisfaction:
- Data protection complaints: the Information Commissioner's Office at ico.org.uk or 0303 123 1113.
- Consumer disputes: Citizens Advice consumer service on 0808 223 1133 (England, Wales, Scotland) or 0800 028 1881 (Northern Ireland).
- Alternative Dispute Resolution: we do not currently subscribe to a specific ADR scheme but we will engage in good faith with any reasonable ADR process you propose.
- Courts: ultimately, the courts of England and Wales have jurisdiction over disputes under our Terms.
Records
We keep complaint records for 2 years after resolution. These are used to track patterns and improve the service. See our Privacy Policy for how this data is handled.
Contact
Postal address:
Oakhurst, Guildford, GU4 7UR