Complaint Policy

Nothing makes us happier than happy clients but we know that sometimes things can go awry. So, if for any reason you feel your Loupe experience hasn’t been top notch, please get in touch to help us improve for next time. We’ll work closely with you to sort out anything that hasn’t been completely perfect.

To make things run smoothly, it's best to have the following information handy:

• Your personal information
• Your order number or transaction I.D. (where applicable)
• Copies of any email or other documents relating to your complaint
• What your ideal resolution would be

Call

Our Client Services team is available Monday-Friday, 9am-5pm on 0800 316 4058.

Email

Email us at clientservices@loupe.co.uk

Write

Loupe Client Services, Adele House, Park Road, Lytham St Annes, FY8 1RE

What happens next?

We aim to respond to all complaints within two working days (Monday to Friday, excluding bank holidays), so you know we’ve received it.

Within seven working days of receipt of your complaint, we’ll be back in touch to let you know how we’ve resolved it. There might be the odd occasion where we are unable to resolve your complaint in the first instance. If that happens, we will be back in touch for some more information to help us with our investigation, or to let you know it’s taking us longer than usual to reach a solution we’re happy with.

If your complaint relates to a finance agreement, we may need to refer you to our finance partner directly. If this is the case, we’ll explain this in our response to you.

Please be assured that we will do everything we can to resolve your complaint as efficiently as possible and provide you with a solution that you’re happy with.

The Financial Ombudsman service.

If you are not happy with our final response you have the right to escalate the complaint to the Financial Ombudsman Service, their contact details can be found below. You can do this up to 6 months after receiving our final response.

Please note, the Financial Ombudsman Service will only consider your complaint once you have received a final response from ourselves. They are also only able to deal with complaints which relate to purchases in the last 6 years, or within 3 years from when you realised you had cause for complaint (if that is later).

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Online: www.financial-ombudsman.org.uk
• By freephone: 0800 023 567 *
• Or Standard Telephone: 0300 123 1 123 *

• Outside of the UK: +44 20 7964 0500

• calls are charged at the same rates as 01/02 number on mobile tariffs.

Updates to this policy.

Time to time there might be updates that we need to make to this policy, whether that’s due to changes in the regulatory framework or a change to our contact information. Any changes to this policy will be made available here.