How do I make a complaint?

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How do I make a complaint?

If you have not been happy with the service offered by gohenry, please contact our Member Services team via email in the first instance help@gohenry.co.uk and they will do their utmost to resolve any issues you may have experienced.

Our aim is to resolve your complaint as quickly as possible. When you contact us you will receive an automated response to reassure you that we received your inquiry and we will look into it as soon as possible. You can usually expect to hear from us within 24 hours. If we have been unable to resolve your complaint within 5 business days, we will write to you and:

  • Explain why we have not managed to resolve your complaint
  • Tell you how long we expect to take to resolve it

And in any event, we promise that you will resolve your complaint within 35 business days. And in the very you do not we will send you a letter to let you know and what steps you can take.

You may wish to contact us by post, please address your complaint to: gohenry Member Services,
Abbey House, 282 Farnborough Rd, Farnborough GU14 7NA.

If you are still not happy, your complaint will be escalated to the Head of Member Services and on to gohenry Head Office. If for some reason you don’t agree with our response you can contact in the first instance our card issuer IDT Financial Services Limited, PO Box 1374, 1 Montarik Building, 3 Bedlam Court, Gibraltar, email address: complaints@idtfinance.com. If, having exhausted the above complaints process with IDT Financial Services Limited, you remain unhappy you may complain to the Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, email psdcomplaints@fsc.gi, web www.fsc.gi.

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