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Complaints

Effective Date: 1st December, 2020
Last Updated: 7th August, 2025

1. We Take Complaints Seriously

At Digital Roo (a trading name of Digital Roo Ltd), we aim to provide a high-quality user experience. If something hasn’t met your expectations, we want to hear from you.

We treat all complaints fairly, promptly, and with transparency.

2. What Can You Complain About?

You can contact us if you have a complaint relating to:

  • The information or service provided on our website
  • How your personal data has been handled
  • Any concerns regarding your experience with our site, forms, or communications
  • A third-party firm we introduced you to (see Section 4)

3. How to Make a Complaint

You can submit your complaint by email or post:

  • Email: compliance@digitalroo.co.uk
  • Post: 15-17 Middle Street, Brighton, BN1 1AL

Please include:

  • Your full name and contact details
  • A clear description of your complaint
  • Any reference numbers or dates if available

We aim to acknowledge your complaint within 2 working days and provide a full response within 10 working days.

4. Complaints About Third-Party Providers

If your complaint relates to a financial product, advice, or communication from a third-party provider, please raise it with them directly. We do not control the actions or services of these companies.

We will assist you where possible by providing:

  • The name of the firm we introduced you to
  • Their contact details
  • The date your enquiry was shared

5. Data Protection Complaints

If your complaint relates to how we collect, store, or use your personal data, you can also contact:

Information Commissioner’s Office (ICO)

We encourage you to contact us first so we can try to resolve your concerns directly.

6. Our Complaints Procedure

We aim to resolve all complaints fairly and efficiently. In some cases, we may need to contact you for more information.

If your complaint is upheld, we will take appropriate action to correct the issue and improve our service.

If we are unable to resolve your complaint within the initial timeframe, we will keep you informed of progress and expected resolution.

7. Changes to This Policy

We may update this Complaints Policy from time to time. The current version is always available on our website and is effective from the date shown above.