Complaints Procedure

If something goes wrong, we want to understand what happened, look into it fairly and explain the outcome.

This procedure covers the app, your account, reminders, figures, cancellation help, claims, Ask Quiid, how we handle your information and our support.

Email support@netquiid.com with the subject "NetQuiid complaint". Please include:

• your name and the email address on your NetQuiid account;
• what went wrong, with any dates and references;
• screenshots or other evidence, with unnecessary personal details removed;
• what you would like us to do.

Never send your password, a full card number or bank security details.

If you need help making a complaint, or cannot use email, write to us at 5 Brayford Square, London, E1 0SG, United Kingdom and tell us how you would like us to reply.

• Acknowledgement: we aim to confirm we have your complaint within 2 working days.
• Full response: we aim to reply in full within 15 working days.
• Complex cases: if we need longer, we will tell you why and when to expect our answer.

These are our targets. They do not shorten any deadline the law gives you.

We will look at the information you send, check the records we hold about your account and the request concerned, ask you if anything is unclear and explain what we found.

We may hold back information that belongs to someone else, or that we cannot lawfully share.

Depending on what happened, we may explain a feature or a decision, correct information or a fault, restore access, refund a charge where one is due, improve a process or explain why we are not upholding the complaint. We will not decide the outcome before looking at the facts.

We cannot decide a provider's actions or settle a dispute between you and a provider. If a provider has ignored a cancellation or a claim, we will tell you what our records show and help you with the next step. You may need to contact the provider directly or use an independent route, such as Citizens Advice.

For concerns about your personal information, email privacy@netquiid.com with "Privacy complaint" in the subject. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Reply to our final response and tell us what remains unresolved. We will review the whole complaint again and reply in writing.

NetQuiid is not authorised by the Financial Conduct Authority, so complaints about it cannot go to the Financial Ombudsman Service.

You can always get independent advice or take legal action.

We keep a record of each complaint and how we handled it so we can improve. We treat it as described in our Privacy Policy.

Veto Swarm Intelligence Ltd, trading as NetQuiid

• Company number 17002319, registered in England and Wales
• ICO registration ZC189766
• Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom
• General enquiries: contact@netquiid.com
• Help with the app: support@netquiid.com
• Your personal data: privacy@netquiid.com