How to complain

Get in touch and we’ll investigate your complaint as soon as we can

Making a complaint

Our aim is to give you the best service and products we can offer. But we’re also aware things can go sometimes wrong.

That’s why we like to hear from you, telling us what’s happened so we can fix things for you and make improvements.

We’ll do our best to sort things out as quickly as we can. You can get in touch using the following options:

Via our app

If you’ve got the Asto app, you can log in and chat or send us a message there

Live chat

Use “live chat” on your desktop. Click the chat button at the bottom right of your screen to start a live chat with us

Letter

If you’d prefer, you can put it in writing and send it to:

Complaints
Asto Digital Limited
PO Box 76263
London
SW17 1GY

What we’ll need

Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it as soon as we can. The key information to include is:

  • Your name and address
  • Your Asto product reference
  • A description of your complaint, when the issue occurred and how it’s affected you
  • A contact number (or other preferred method of contact) and a convenient time to contact you.

Why do we need this information?

We want to fully understand what's gone wrong. This will help us ensure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible. Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need any more information. Calls from us may appear as unknown or withheld numbers.

We'll record your complaint and do everything we can to resolve it quickly:

  • We'll get in touch with you to discuss your complaint and agree the resolution to the problem
  • Calls from us may appear as unknown or withheld numbers

If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and we’ll also let you know about the Financial Ombudsman Service (FOS) at this time.

For more complex issues, we may need more time to investigate your concerns. If this is the case:

  • We'll send you an acknowledgement outlining the next steps and when you can expect to hear from us
  • We'll give you a reference number if you need to contact us
  • We'll keep you updated of our progress throughout our investigation
  • We may need to contact you for more information using your preferred method of contact

Our Final Response

Once we've completed a thorough investigation, we'll give you a Final Response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right. It will also provide information about the Financial Ombudsman Service.

Timescales

We aim to resolve all complaints as quickly as possible. Although we have 56 days to resolve your complaint, we’ll send you our Final Response as soon as we’ve completed our investigation.

We’ll also keep you informed along the way so you’ll know when to expect to hear from us. If we haven’t been able to finalise our investigation by 56 days, we’ll let you know by email and outline what steps you can take.

These will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finalised our investigation.

Existing Complaints

If you need an update on what's happening, or to give us more information about an existing complaint, please contact the dedicated handler for your complaint directly - if you have their contact details. Please have your complaint reference number handy.

Financial Ombudsman

If you don't agree with our resolution of your complaint and you'd like to take it further, you can ask the Financial Ombudsman Service (FOS) to look into it. This is a free, independent and impartial service that helps resolve disputes.

Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where:

  • You haven't complained to us first, to give us the chance to put things right
  • You have complained to us, but we haven’t given you our Final Response yet and we’re still within our timescales

We'll send you the full details of our decision in our Final Response, including your right to refer your complaint to the FOS. If you wish to do so, it should be within be 6 months of the date of our Final Response.

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 0 234 567 (free from UK landlines and mobiles)

Post:Financial Ombudsman Service, Exchange Tower, London E14 9SR

EU Online Dispute Resolution (ODR)

If you purchased your product or service with us online and you live in the EU, you can submit your complaint to the Financial Ombudsman Service via the European Commission's Online Dispute Resolution platform.

While you're free to use this route, we recommend you contact the Financial Ombudsman Service directly using the details above, as this will save you time. Their website also has an online form: http://www.financial-ombudsman.org.uk/consumer/complaints.html

You can access the Online Dispute Resolution platform at http://ec.europa.eu/odr