At Slick, we’re committed to delivering the highest level of service to our customers and making every experience a positive one. However, we recognise that things don’t always go to plan, and sometimes we may fall short of the standards we set for ourselves. If something hasn’t met your expectations, we’re genuinely sorry for any frustration or inconvenience this may have caused.
How to raise a complaint
If you feel dissatisfied with any aspect of the service you have received from us, we welcome your feedback. If you wish to make a complaint, please fill in our complaints form and tell us as much detail as possible.
[Complaints Form button]
What are the timescales?
We aim to resolve your complaint as quickly as possible and will provide a final response within eight weeks of receiving it. Our complaint handling timescales are outlined below:
Within 10 days
We will send you a written acknowledgement of your complaint within 10 working days of receipt. If any aspect of your complaint is unclear, we may contact you by phone or in writing to clarify your concerns.
Within 8 weeks
We will send you our final response within eight weeks or receiving your complaint. If we are unable to provide a final response within this time frame, we will explain the reason for the delay and let you know when you can expect an outcome.
We will keep you updated throughout the process and work to resolve your complaint as promptly as possible. If we are unable to resolve all aspects within eight weeks, we will inform you and explain the next steps available to you.
Still not happy?
If you're not satisfied with our final response, or if we haven't resolved your complaint within eight weeks, you can refer your case to the Financial Ombudsman Service (FOS), free of charge. You will have 6 months from the date of our final response email to refer to the Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and they will only be able to review in very limited circumstances.
For further details about the FOS and the services they provide, please refer to their leaflet using the following link: https://www.financial-ombudsman.org.uk/resolving-complaint/ordering-leaflet/leaflet.
The contact details for the FOS are as below:
The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123