Last updated 20 September 2026
How to complain
Email hello@wearesolute.co.uk with your name, account email, what happened, when it happened and the outcome you would like. Never include passwords or full bank or card details.
Our response times
We aim to acknowledge a complaint within three working days and provide a substantive response within 15 working days. If a complex matter needs longer, we will explain why and provide an updated timescale.
Fair handling
We will review relevant account and support records, ask proportionate questions and keep complaint information limited to people who need it. Raising a complaint will not affect your right to use the service, except where restrictions are independently needed for security or legal reasons.
Escalation
If you remain dissatisfied, reply and ask for a final review. A person not responsible for the original response will review it where practicable. We aim to issue a final response within 15 further working days.
External options
Nothing in this policy removes statutory rights or the right to go to court. Consumers may obtain advice from Citizens Advice. Where an approved alternative dispute resolution provider is available and relevant, our final response will explain whether we are required or willing to use it. Privacy complaints may be made to the Information Commissioner’s Office.
Questions about this policy?
hello@wearesolute.co.uk