Qualco UK LTD t/a Togglit Complaints Process
Qualco UK Limited t/a Togglit aims to provide a high standard of service to all our customers. However, we recognise that there may be times where you are not completely satisfied and might have cause for complaint. When this happens, please contact us through the below channels so that we can investigate your complaint thoroughly and put things right.
How to contact us:
- Telephone: 0203 398 0280
- Email: complaints@qualco.co.uk
- Write: Building One The Heights, Brooklands, Weybridge, Surrey, KT13 0NY
What we will do
We will aim to investigate and resolve your complaint within 3 working days of receiving it. During this time, we will keep you updated on our investigation and provide a summary resolution in writing detailing the outcome of the complaint. If you are not happy with the outcome presented in the summary resolution, please contact us so that we can reopen your complaint to investigate further.
If it takes us a little longer than 3 working days to investigate your complaint, we will provide updates throughout this process and aim to resolve all complaints within 8 weeks. Once resolved, we will send you a ‘Final Response Letter’ detailing a summary of the complaint, the results of our investigation, including any actions taken, together with the rationale for our decision and any redress offered.
If you are unhappy with the final outcome provided by us, and your complaint relates to an account that falls under the scope of the Financial Ombudsman Service (FOS), you can refer your complaint to them for an independent investigation. Contact details for the FOS will be enclosed with your final response letter.
If we are unable to provide a final response after 8 weeks, we will send you a written response which explains why we are not in a position to issue a Final Response Letter and when we expect to be able to inform you that you can refer your complaint to the FOS (if applicable), and we will include a FOS standard explanatory leaflet with contact details.
We work alongside third parties to manage your account(s) and in some instances the nature of your complaint would need to be managed by them. In this case, we would forward your complaint to them. They will then follow their own complaints procedure and provide you with an outcome and final response.
Other Independent Organisations
If your complaint does not fall under the scope of the FOS, you may want to contact the following independent organisations for assistance:
- Information Commissioners Office: (matters regarding the Data Protection Act)
- OFGEM: (matters regarding Energy i.e. Gas or Electric)
- OFCOM: (matters regarding Telecoms/Media)
- OFWAT: (matters regarding Water Services)
- Credit Services Association: (all general complaints)