Complaints Procedure
We take complaints seriously and want to put things right if we've fallen short. This page explains how to raise a complaint with us and what to expect once you have.
How to raise a complaint
If you're unhappy with any aspect of our service, please get in touch via our contact page or by emailing hello@floka.co.uk. Please include your name, contact details, and as much detail as possible about the issue, so we can look into it properly.
What happens next
We will acknowledge your complaint within 5 business days of receiving it. Our acknowledgement will confirm who is handling your complaint and give you a point of contact if you need to provide further information.
Resolution timescale
We aim to resolve complaints within 4 weeks of receiving them. If a complaint is more complex and needs longer to investigate properly, we will let you know, explain why, and give you an updated timescale.
Keeping you informed
Once we've completed our investigation, we'll write to you with our findings and, where appropriate, what we intend to do to put things right.