Complaints
Have an Issue? We’re All Ears
We’re not just fast, we’re fair. Always putting you first and ensuring you receive the best possible service.
However, we know that sometimes things don’t go perfectly. If you’re ever unhappy with our service, let us and we’ll do our best to make it right.
How to get a hold of us
Our contact details
Here’s how you can reach us
By email
btlcomplaint@offa.co.uk
By post
Offa, Suite 6, Corner Oak,
1 Homer Road, Solihull, B91
Still have questions?
Our team is just an email away
FAQS
What else do I need to
know?
Before starting the application, familiarize yourself with key points. This section clarifies terms and steps for all investors.
If you need to complain, you can call, email, or write to us.
All we need to know is:
- What went wrong, including how and when it happened
- How you’d like us to fix it
- Your name, address, and contact phone number
After you’ve made a complaint, we’ll get in touch with you within 24 hours. We’ll let you know that we’re on it and give you an idea of when you can expect a response. Plus, we’ll provide you with a unique reference number so we can easily locate your record.
We aim to resolve most complaints right away, but sometimes it might take a bit longer. Here’s what you can expect:
- Immediate Resolution: We try our best to sort out your complaint within 3 business days. If we can do that, we’ll send you a Summary Resolution communication to confirm the resolution.
- Taking a Bit Longer: If we need more than 3 business days to address your complaint, we’ll send you a letter to let you know. We’ll also keep you updated on our progress until we have resolved your issue.
We will aim to resolve all complaints within 8 weeks.