Complaints Procedure
We always aim to provide a great service, but we know that sometimes things can go wrong. If you’re unhappy with any part of our service, please let us know so we can put it right.
How to make a complaint
You can make a complaint using either of the following methods:
- Email: hello@getbits.app
- Post: Camden Gateway, 349 Royal College Street, London, Camden, NW1 9QS
Our resolution timeline
If we are able to resolve your complaint by the end of the third business day following receipt, we will send you a summary resolution communication.
If your complaint has not been resolved by the end of the third business day, we will send you a written acknowledgement within five business days and begin investigating the matter to reach a fair resolution. We may contact you to request additional information.
We aim to provide you with a written final response within eight weeks of receiving your complaint.