Complaints procedure

We hope that you’ll never have reason to be dissatisfied with our products or services. However, if there is something you’re concerned about or unhappy with, please contact our customer services team. We’ll look into your issue as quickly as we can.

If your issue cannot be resolved by our customer service team, you can ask for your issue to be escalated to our complaints team. Alternatively, you can email our complaints team at [email protected].

A dedicated complaint handler will be assigned to manage the resolution journey and be your main point of contact. They will keep in touch with you regularly and aim to resolve your complaint as quickly as possible. The journey will be registered in our opportunities for improvement log for reflection.

If you believe the resolution is not satisfactory, you can write directly to our Chief Executive Officer (CEO).

You should include your full contact details, the unique reference number and full details of your concerns. This should be addressed to:

Chief Executive Officer

Onefile Ltd

Floor 6, Corner Block

Quay Street


M3 3HN

The CEO will look into the matter personally and you'll receive a response as soon as a full investigation has been conducted.


Version 3.1

Last reviewed: 7th March 2023