Making a Complaint

If something’s gone wrong please let us know and we’ll try to put it right. You can contact us by email, telephone or post to make a complaint.

Here are our contact details:

Email: hello@usetouco.com
Telephone: TBC
Post: Touco Lab Ltd, 90 Long Acre, London WC2E 9RZ

Please give us as much detail as possible about your complaint.

How we'll respond to your complaint

We’ll acknowledge that we’ve received your complaint as quickly as possible and aim to do so by the next business day.

We may need to do an investigation and speak to some of our team, and we may also need to get in touch to ask you more questions. This may take a little time and we’ll try to get this done within a week of hearing from you.

Once we’ve got all the info we’ll respond to you in full and will let you know how we’ll resolve your complaint. Or, if we can’t resolve it we’ll explain why. We’ll also let you know if your complaint is covered by the Information Commissioner’s Office or the Financial Ombudsman Service and, if so, how you can contact them.

We’ll aim to send you our full response within two weeks, and if we can’t do this we’ll keep you informed and let you know we’re still working on it.

Governing bodies

If, after our full response you’re still not happy you can report your complaint to one of our governing bodies.

We are currently governed by The Information Commissioner’s Office, with registration number ZA511290. You can make a complaint here: https://ico.org.uk/make-a-complaint/

Depending on the nature of your complaint you may have the right to refer your case to the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted at Exchange Tower, London, E14 9SR; telephone: 08000 234 567; email: complaint.info@financial-ombudsman.org.uk; or website: https://www.financial-ombudsman.org.uk/contact-us .