Complaints & Data Requests

We want to put things right when they go wrong. Report a problem, make a complaint, ask about the personal data we hold about you, or report a possible data incident, and we'll take it from there.

How we handle problems and complaints

 

  1. 1. We log it the same day and confirm within one business day who is dealing with it.
  2. 2. We aim to resolve it within five working days and keep you updated until it's fixed.
  3. 3. If we can't agree, we'll offer to talk it through with you, and anyone else involved, to find a fair solution.
  4. 4. If it isn't resolved within five working days, or you're not happy, it's escalated to our Head of Operations and then a director.
  5. 5. For complaints, we'll always send our final response within eight weeks.

 

 

 

Requests about your data

 

You can ask for a copy of the personal data we hold about you, or ask us to correct, delete or stop using it. We'll respond within one month.

We may ask you to confirm who you are before we share anything.

If you're unhappy with how we've used your data, we'll acknowledge your concern within 30 days and tell you the outcome without undue delay.

 

 

 

If you're still not happy

 

Financial Ombudsman Service: if you're unhappy with our final response, or haven't had one after eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service within six months. It's free. financial-ombudsman.org.uk

Information Commissioner's Office: for concerns about your personal data, you can also contact the ICO. ico.org.uk

 

 

Other ways to contact us

 

Phone 020 7123 4570 Email customercare@innovent.co.uk Post: 65 Carter Lane, London. EC4V 5DY

Need help making a complaint? 

If you'd find it easier to talk to us, or need us to make an adjustment, call us and we'll log it for you.