Complaints procedure.

At Optimum Global our customers’ satisfaction levels are of paramount importance and we are always pleased to hear about any aspect of your membership that you feel has worked well, or that you may have had problems with.

In the first instance please contact Optimum Global in writing at:

Optimum Global
4th Floor, 21 Perrymount Road
Haywards Heath
West Sussex
RH16 3TP
United Kingdom
E-mail: [email protected]

On the rare occasion that you are not satisfied with our decision in respect of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge –but you must do so within six months of the date of our final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Our commitment to you

Our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. Once we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner.

Step 1

We will acknowledge your complaint within five working days of receipt of the complaint.

Step 2

We will investigate your complaint and endeavour to send a final response to you within four weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

Step 3

We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

Step 4

If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR.
Tel: 0300 123 9 123 (0800 023 4567).
Email: [email protected]

“Our customers are important to us!”