Our Commitment to You
At Bokes Ltd, we are committed to providing exceptional service. However, we understand that things can sometimes go wrong. If you are dissatisfied with any aspect of our service, we want to hear from you. Our goal is to investigate your concerns fairly, effectively, and promptly.
1. How to Contact Us
The easiest way to raise a complaint is to contact our dedicated Complaints Team. You can reach us via:
Email: complaints.uk@bokes.com
Website: Send us a message
Phone: +44 (0) 330 043 6005
In Writing: Bokes Ltd, Epworth House, 25 City Road London, England, EC1Y 1AA
Please include your account number and a description of your concern so we can resolve it as quickly as possible.
2. How We Handle Your Complaint
Once we receive your complaint, we will acknowledge it promptly (usually within 1 business day) and begin our investigation.
Step 1: Early Resolution (Within 3 Business Days)
We aim to resolve most issues immediately. If we can resolve your complaint to your satisfaction within 3 business days, we will send you a "Summary Resolution Communication" confirming that the matter is closed.
Step 2: Formal Investigation (Up to 15 Business Days)
If your complaint requires more detailed investigation (particularly for payment-related issues), we will:
Investigate the matter impartially.
Keep you updated on our progress.
Send you a Final Response Letter within 15 business days of receiving your complaint.
Step 3: Exceptional Circumstances (Up to 35 Business Days)
In rare cases where we cannot provide a final response within 15 days due to reasons beyond our control, we will contact you to explain the delay and provide a final response deadline, which will be no later than 35 business days from the initial complaint date.
3. Financial Ombudsman Service)
If you are unhappy with our Final Response, or if we have not resolved your complaint within the legal timeframes, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is a free, independent service for settling disputes between financial services companies and their customers.
Eligibility: You can refer a complaint to the FOS if you are:
A consumer (individual).
A micro-enterprise (turnover < €2m and < 10 employees).
A small business (turnover < £6.5m and < 50 employees).
A charity (income < £6.5m).
Contact Details for the FOS:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR