Complaints Information

Complaints

We always endeavor to treat our clients fairly and deliver an excellent level of service, but if for any reason you are unhappy with the service we have provided, we would encourage you to discuss your concerns with our dedicated complaints handling team. We will do our best to fix things quickly and fairly.

You can contact us by:

• Sending an e-mail to: complaints@ccbill.com
• Calling: +44 20 3885 0759
• Sending a letter to: Phoenix Business Centre, Suite A, Penthouse Level, Triq il-Ferrovija, Santa Venera, SVR 9022, Malta

To assist us in dealing with your complaint fully and as quickly as possible, please ensure that any communication you send to us contains as much detail about your complaint as possible. Attaching your account number/subscription ID (where applicable), your full name and address in your complaint, will help us to better handle your complaint.

What Happens Next

We will aim to respond to send a Final Response to your complaint as quickly as possible; however, depending on the complexity of the issue, it can take up to 15 working days for a Final Response for payments-related complaints and up to 8 weeks for all other complaints. If there is any delay in our final response, we will send you an update on the progress.

After Our Response

If you are not satisfied with the Final Response, you may escalate your complaint to the Financial Ombudsman Service.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR