Complaints Policy

This policy applies to complaints relating to activities covered by the Financial Conduct Authority (FCA). Should you need to get in touch for other reasons please visit our contact us page. To contact the Data Protection Officer please visit our privacy policy.

Optimise Media (UK) Limited is committed to ensuring that we deal with all complaints quickly, fairly and in line with any of our statutory requirements.

We are regulated by the Financial Conduct Authority under number 313408 for general insurance and credit broking activities. Optimise is involved in the advertising of financial products and does not provide insurance or credit products directly.

If your complaint relates to the product you have purchased from one of our advertisers, it may be more relevant for you to contact them directly. This is because, other than managing the advertising of the brands and products, Optimise is not directly involved in providing customers with products or services.

In the event that you raise a complaint with Optimise we will acknowledge your complaint within 3 working days. We will aim to investigate and resolve your complaint as quickly as possible and no longer than 4 weeks from when the complaint was raised. (If it is a complex issue and requires additional time, we will keep you informed and advise you of our anticipated time frame to resolve).

To raise a complaint with Optimise please get in touch as follows:

By Email: complaintsfca@optimisemedia.com

By Post:

Compliance Officer,

Optimise Media (UK) Limited,Exchange Street Buildings,35-37 Exchange Street,Norwich, England, NR2 1DP

By Telephone: 01603 697700 (please ask for the Compliance Officer).

If you believe that we have not resolved your complaint to your satisfaction you may want to raise the issue with the Financial Ombudsman Service (FOS). You will find up to date contact details and information on how to raise your complaint on their website - www.financial-ombudsman.org.uk .