At Billhop, we aim to provide you with the best possible Customer Service - however, sometimes things can go wrong. If you need help, please contact our Customer Support immediately, and we will do our best to find a fast and appropriate solution.
I have spoken to customer support, but I'm not satisfied with the service and want to file a complaint.
If you feel dissatisfied with our service or feel that our Customer Support did not respond appropriately, we ask that you file a written complaint to Billhop with the subject heading “Complaint” in one of the following ways:
Post: Billhop AB, Kungsgatan 8, 111 43 Stockholm, Sweden
What to include in your formal complaint
A detailed description of the events.
The date and time of the events.
Any screenshots or images of the events.
Any reference numbers you have received.
Your contact details.
We will send you a prompt written acknowledgement of your complaint when we receive it. Your case will be flagged and reviewed by our complaints manager. We will handle your complaint as soon as we can and will send a final response to the you within 15 business days.
If, in exception circumstances, we are unable to do resolve the complaint within 15 business days, we will contact you with a holding response to explain the reasons for the delay in responding to the complaint and the deadline by which we will send the final response. We will provide our final response by no later than 35 business days after the date of your initial complaint.
If you are not satisfied with the decision made by our complaint manager or if your complaint is still unresolved after 35 business days have passed from the date of your initial complaint, you may have the right to refer your complaint to the Financial Ombudsman Service, free of charge and subject to eligibility.
Contact information for the Financial Ombudsman Service:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 03001239123 or 08000234567
If you would like the Ombudsman to look into your complaint, you must contact them within six months of the date of our final response. Details of the types of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website: www.financial-ombudsman.org.uk.