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Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us:

You can make a complaint in writing through letter or email:

• Letter - Smart Online Marketing Limited, Unit 204, 37 Harbour Island,Harbour Exchange Square,PO Box. E14 9GE, London, UK
• Email - finance@e-prospects.com

Acknowledging your complaint:

We will send an acknowledgement within 5 business days from receipt of your complaint.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

Investigating your complaint:

Your complaint will be investigated by the customer services manager. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.

If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision:

We will write to you with a full account of our investigation and our decision.