Optimise Media Logo
Choose Region
Optimise Media Logo
Plans & Service

Complaints Policy

Making a Complaint

Optimise strive to provide the highest quality of service to everyone we deal with, but we know things can sometimes go wrong. If you’re unhappy with any element of our services and wish to complain, please let us know. We are committed to treating people fairly and value the opportunity to put things right.

How to make a complaint

Firstly, is your complaint with us? Optimise manage advertising for other companies and do not directly provide products or services to the public. If your complaint relates to the product or services of one of our advertisers, it may be more relevant for you to contact them directly. If your complaint is about our services, please get in touch as below.
If you’re already in contact with a member of our staff, it’s usually best to raise any complaint with them immediately and we’ll try to put it right straight away.
Alternatively, you can contact us by post, email, or telephone as below:
Post: Optimise Media, Exchange Street Buildings, 35-37 Exchange Street, Norwich, England, NR2 1DP
Phone: 01603 697 700

Regulated Activities

Optimise Media (UK) Ltd. is regulated by the Financial Conduct Authority under number 313408 for General Insurance and Credit Broking activities. Optimise is involved in financial promotions and acts as the Principal Firm for a number of Introducer Appointed Representatives (IARs), but does not directly produce, provide, or advise on any financial products.
If your complaint relates to our regulated activities or those of our IARs, you can contact us by writing or calling as above or emailing us at complaintsfca@optimisemedia.com.
If you are not happy with the way that we manage or resolve your complaint, you may want to raise the issue with the Financial Ombudsman Service. You can find up to date contact details and information on how to raise your complaint on their website – www.financial-ombudsman.org.uk.

Information you need to tell us

  • Your personal details and those of the complainant if you are raising a complaint on someone else’s behalf.
  • Details of the advertiser/publisher/product/service that you are complaining about.
  • What has gone wrong.
  • What you would like us to do to put things right.

What you can expect from Optimise

  • We will acknowledge your complaint within 3 working days of receipt.
  • Your complaint will be thoroughly and impartially investigated by suitable staff.
  • We will keep you updated on our progress. -We will provide you with the details of our investigation and outcome within 4 weeks of acknowledging your complaint. If this is not possible, we will keep you informed and advise you of our anticipated time to resolve.