Compliants Policy
Compliants Policy
At Liberty Global Financial Solutions Limited, trading as Blumepay, we are committed to providing a high standard of service
How to make a complaint?
How to make a complaint?
At Liberty Global Financial Solutions Limited, trading as Blumepay, we are committed to providing a high standard of service. If something hasn’t gone as expected, we want to know so we can put things right as quickly and fairly as possible.
If your complaint relates to a finance agreement, please check your loan or credit agreement to confirm who provided the finance before contacting us. In many cases, Blumepay acts as a broker rather than the lender, and your agreement will set out whether the finance was provided by us or by a third‑party lender. This will help ensure your complaint is directed to the right organisation and handled as quickly as possible.
What is a complaint?
What is a complaint?
A complaint is any expression of dissatisfaction about our products or services where you feel you have suffered, or may suffer, financial loss, distress, or inconvenience. You don’t need to use any special wording or put your complaint in writing for us to treat it as a complaint.
How to contact us?
How to contact us?
There are 4 easy ways to get in touch with us. Please remember to give us your details, including your account number, email, address and contact number when you do, so we can get back to you as quickly as possible.
By phone
Give our Customer team a ring on +44 20 8483 6300. We’ll do our best to resolve your complaint on the call, but sometimes we’ll need to look into things in more detail and reaching a resolution may take longer.
By web chatbot
On our contact us page via the chatbot, you’ll see an option to choose ‘I want to complain’. Let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 3 days. In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. To help speed up this process, please make sure you answer the Data Protection (DPA) questions accurately.
By email
All customers can email blumepaycomplaints@libertyglobal.com, this is a monitored mailbox whereby an agent will aim to pick up the case within 24 hours and respond within 3 days.
By post
It’s not as quick, but if you prefer to send us a letter, you can write to us at: Liberty Global Financial Solutions t/a Blumepay, Complaints team, Fora, 5 Beaconsfield St, London N1C 4EW. Your letter will be acknowledged within 48 hours of receipt and we aim to resolve all written complaints within 28 days once we’ve received them
What happens next?
What happens next?
We aim to handle complaints promptly, fairly and transparently.
We will acknowledge your complaint and keep you updated while we investigate.
If we can resolve your complaint within 3 business days, we’ll confirm this in writing.
If it takes longer, we will investigate fully and aim to provide you with a final response within 8 weeks of receiving your complaint.
If we need more time, we’ll let you know and explain why.
If your complaint is about a retailer or installer
If your complaint is about a retailer or installer
Some issues (for example, delivery, installation or equipment faults) may relate to a retailer or installer rather than to the finance we or our lenders provide. Where appropriate, we may pass your complaint to the relevant party and will let you know if we do this.
Taking your complaint further
Taking your complaint further
If your complaint relates to a regulated financial service and you’re not happy with our final response (or if we haven’t been able to provide one within 8 weeks), you may be able to refer your complaint to the Financial Ombudsman Service. This service is independent and free to use.
You must contact them within six months of the date of our final response.
Financial Ombudsman Service
Financial Ombudsman Service
Phone: 0800 023 4567
Address: Exchange Tower, London, E14 9SR
Our regulatory status
Our regulatory status
Liberty Global Financial Solutions Limited, trading as Blumepay, is authorised and regulated by the Financial Conduct Authority.
Feedback
Feedback
We value your feedback and use it to improve our products and services. Please get in touch if you’re unhappy with any aspect of your experience – we’re here to help.
How to make a complaint?
At Liberty Global Financial Solutions Limited, trading as Blumepay, we are committed to providing a high standard of service. If something hasn’t gone as expected, we want to know so we can put things right as quickly and fairly as possible.
If your complaint relates to a finance agreement, please check your loan or credit agreement to confirm who provided the finance before contacting us. In many cases, Blumepay acts as a broker rather than the lender, and your agreement will set out whether the finance was provided by us or by a third‑party lender. This will help ensure your complaint is directed to the right organisation and handled as quickly as possible.
What is a complaint?
A complaint is any expression of dissatisfaction about our products or services where you feel you have suffered, or may suffer, financial loss, distress, or inconvenience. You don’t need to use any special wording or put your complaint in writing for us to treat it as a complaint.
How to contact us?
There are 4 easy ways to get in touch with us. Please remember to give us your details, including your account number, email, address and contact number when you do, so we can get back to you as quickly as possible.
By phone
Give our Customer team a ring on +44 20 8483 6300. We’ll do our best to resolve your complaint on the call, but sometimes we’ll need to look into things in more detail and reaching a resolution may take longer.
By web chatbot
On our contact us page via the chatbot, you’ll see an option to choose ‘I want to complain’. Let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 3 days. In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. To help speed up this process, please make sure you answer the Data Protection (DPA) questions accurately.
By email
All customers can email blumepaycomplaints@libertyglobal.com, this is a monitored mailbox whereby an agent will aim to pick up the case within 24 hours and respond within 3 days.
By post
It’s not as quick, but if you prefer to send us a letter, you can write to us at: Liberty Global Financial Solutions t/a Blumepay, Complaints team, Fora, 5 Beaconsfield St, London N1C 4EW. Your letter will be acknowledged within 48 hours of receipt and we aim to resolve all written complaints within 28 days once we’ve received them
What happens next?
We aim to handle complaints promptly, fairly and transparently.
We will acknowledge your complaint and keep you updated while we investigate.
If we can resolve your complaint within 3 business days, we’ll confirm this in writing.
If it takes longer, we will investigate fully and aim to provide you with a final response within 8 weeks of receiving your complaint.
If we need more time, we’ll let you know and explain why.
If your complaint is about a retailer or installer
Some issues (for example, delivery, installation or equipment faults) may relate to a retailer or installer rather than to the finance we or our lenders provide. Where appropriate, we may pass your complaint to the relevant party and will let you know if we do this.
Taking your complaint further
If your complaint relates to a regulated financial service and you’re not happy with our final response (or if we haven’t been able to provide one within 8 weeks), you may be able to refer your complaint to the Financial Ombudsman Service. This service is independent and free to use.
You must contact them within six months of the date of our final response.
Financial Ombudsman Service
Phone: 0800 023 4567
Address: Exchange Tower, London, E14 9SR
Our regulatory status
Liberty Global Financial Solutions Limited, trading as Blumepay, is authorised and regulated by the Financial Conduct Authority.
Feedback
We value your feedback and use it to improve our products and services. Please get in touch if you’re unhappy with any aspect of your experience – we’re here to help.