Complaints procedure
If something has gone wrong, we want to know, and we want to put it right. Complaining won't affect how we treat you or your access to BudgetUp.
Is someone at risk? Safeguarding concerns aren't complaints. Please contact [email protected] straight away, or call 999 in an emergency. See our safeguarding policy.
How to complain
Email [email protected] with "Complaint" in the subject line, or write to us at Tamsar Global Ltd, Unit 3, Office A, 1st Floor, 6-7 St Mary At Hill, London EC3R 8EE. Please include:
- your name and the email address on your account (if you have one)
- what happened, and when
- what you'd like us to do to put it right
If you need to complain in a different way, for example by phone or with help from someone else, tell us and we'll make reasonable adjustments. Someone else, such as a parent, carer, adviser or your institution, can complain on your behalf with your permission.
What happens next
- We acknowledge it within 2 working days and tell you who's handling it.
- Stage 1: we try to sort it quickly. Most complaints can be resolved within 10 working days. We'll explain what we found and what we'll do.
- Stage 2: review. If you're not happy with our Stage 1 answer, ask for a review within 30 days. Someone senior who wasn't involved will look at it again and send you a full written response within 20 working days. If it's going to take longer, we'll tell you why and when to expect an answer.
Our Stage 2 response is our final response.
If you're still not happy
Depending on what your complaint is about, you can take it further:
| About | Where to go |
|---|---|
| How we've used your personal data | The Information Commissioner's Office: ico.org.uk/make-a-complaint or 0303 123 1113 |
| Accessibility | The Equality Advisory and Support Service, or in Northern Ireland the Equality Commission for Northern Ireland. See our accessibility statement |
| A Plus subscription, payment or refund | Citizens Advice consumer helpline: 0808 223 1133 (England and Wales), or Advice Direct Scotland: 0808 164 6000. You also keep your legal rights to go to court |
| Using BudgetUp through your university, college, council or employer | You can also use that organisation's own complaints procedure. Students in higher education in England and Wales may then be able to go to the Office of the Independent Adjudicator (OIA) about their university's handling |
For institutions
Customers should first raise service issues with their named contact or [email protected]. Escalation routes, service levels and dispute resolution are set out in your institution agreement.
How we learn from complaints
We keep a confidential record of complaints for 3 years after they're closed, and review them every quarter to spot patterns and improve BudgetUp. We may report anonymised complaint numbers to institution customers.