Customer Complaints Procedure

If our service has failed to meet your expectations and you would like to make a complaint, please detail the full nature of your complaint by contacting us;

By post

  • WTUK Limited
  • The Landmark
  • Tudor Square
  • West Bridgford
  • Nottingham
  • England
  • NG2 6BT

By Email

By Telephone

01159 415959

What happens next?

  1. Your complaint will be passed to the relevant person and a written acknowledgement that your complaint has been received will be sent promptly;
  2. We will contact you further should we require any further information about your case;
  3. We will investigate your case in full, reviewing all relevant facts and issue you with a final response, detailing any outcome and the reasons. You will receive our final response within 15 working days of the date of your complaint.
  4. In the event that we are unable to issue a final response in 15 days we will issue an Interim response by the end of 15 business days after the day on which we received the complaint, indicating the reasons for the delay and specifying the deadline by which we will send the final response; and a final response to the complainant by the end of 35 business days after the day on which we received the complaint.

What happens if I'm still unhappy?

We aim to resolve complaints internally. However, if you remain dissatisfied, you may have the right to refer your concerns to the Financial Ombudsman Service.

Please be aware that the Ombudsman will only consider complaints about regulated products and services.

You can contact the Financial Ombudsman Service at:

  • The Financial Ombudsman Service
  • Exchange Tower
  • London
  • E14 9SR

By Telephone

0300 123 9 123 or 0800 023 4567


European Commission Online Dispute Resolution

Alternatively, you have the right to submit your dispute to the European Commission Online Dispute Resolution platform.