Complaints
Make a complaint to Sprive
At Sprive we are committed to providing a service of the very highest standard. We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by emailing us at hello@sprive.com.
Sprive's Complaints Process
Step 1 – Trying to resolve things quickly
When you contact us, we’ll aim to resolve the issue straight away.
If we’re not sure whether you’d like to raise a formal complaint, we’ll check with you so we can address it in the most appropriate way.
If we can resolve your complaint within 3 business days, we’ll send you a Summary Resolution Communication. This will confirm:
- That your complaint has been resolved.
- That if you later decide you are unhappy with the outcome, you can refer your complaint to the Financial Ombudsman Service (FOS).
Step 2 – If your complaint takes longer to resolve
If we can’t resolve your complaint within 3 business days, or you tell us you’re unhappy with the Summary Resolution Communication, it will be escalated to our Complaints Team.
A member of our Complaints Team will contact you directly and aim to issue a final response within 15 business days from the day we receive your complaint.
If, due to exceptional circumstances, we cannot meet the 15-day timeframe, we will:
- Contact you before the deadline to explain the delay.
- Confirm the date by which we will send our final response — no later than 35 business days after we received your complaint.
Financial Ombudsman Service
The Financial Ombudsman Service is an independent organisation that can investigate and resolve disputes between financial services companies and their customers, free of charge.
The Ombudsman will normally only look at your complaint after:
- We’ve sent you a Final Response Letter or a Summary Resolution Communication, or
- We’ve taken longer than the above timelines to respond.
You have 6 months from the date of our Final Response Letter or Summary Resolution Communication to refer your complaint to the Financial Ombudsman Service.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint, and will only be able to do so in very limited circumstances.
For more information, please read the leaflet Your Complaint and the Ombudsman, or visit: www.financial-ombudsman.org.uk
Contact details:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (freephone)
Email: complaint.info@financial-ombudsman.org.uk
Online form: FOS Online Complaint Form
Online Dispute Resolution
If you purchased a product or service online, you can also submit your complaint through the European Commission’s Online Dispute Resolution (ODR) platform.
You will need the following details:
- Our name: Sprive Limited
- Our email: hello@sprive.com
- Our website: https://sprive.com
- Our geographic address: United Kingdom
