We aim to get things right first time, but if we don't meet your expectations, we want to hear about it so we can put things right.
Contact us
Email: support@napo.pet
What happens next
Once we have received your complaint, we will reply confirming receipt within 5 working days, and we will do our best to resolve the issue within 4 weeks. In the event we cannot resolve your complaint within 4 weeks, we will let you know when you can expect an answer.
We'll keep you updated during your complaint process and issue our final response within 8 weeks of receiving your complaint. If we're unable to resolve things within that time, we'll write to explain why, give you an indicative timeframe, and confirm your right to refer the matter to the Financial Ombudsman Service (FOS) at that point.
If you're not happy with our response
If you're an eligible complainant and remain unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service, free of charge, within 6 months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
Further information is available in the FOS consumer leaflet.
Extra support
If you need this information in a different format, or would like extra support raising or progressing a complaint, for example because of a disability, bereavement, or financial difficulty, please let us know and we'll do what we can to help.
Making a complaint does not affect your right to take legal action.