McLEAR Complaints Policy

Version 09 July 2018

McLEAR are committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

This policy will cover:

  • How to complain
  • How we handle the complaint
  • If you remain dissatisfied

We treat any complaint as an expression of dissatisfaction with our service, one which deserves a response. We listen to your complaints, treat them seriously and learn from them so that we can commit to continuously improve our product and services.

A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

  • our products
  • the standard of service we provide
  • the behaviour of our staff

Our complaints policy does not cover:

  • matters that have already been fully investigated through this complaints policy
  • anonymous complaints
  • complaints about access to information where procedures and remedies are set out in legislation, Data Protection Act, GDPR etc

Our standards for handling complaints

  1. We treat all complaints seriously, whether they are made by letter or by email.
  2. You will be treated with courtesy and fairness at all times – as we would hope that you will be courteous and fair in your dealings with us.
  3. We will treat your complaint in confidence.
  4. We will deal with your complaint promptly – we will acknowledge receipt of a written complaint within 5 business days and we will send you a full reply within 15 business days of receipt.
  5. If we cannot send a full reply within 15 business days of receipt, we will tell you the reason why and let you know when we will be able to reply in full. However, if the complaint will potentially have a financial impact for the complainant, under the PSD2 rules, the full and final response must be within 35 business days from receipt, regardless of complexity.
  6. We will record the numbers and categories of any complaints we receive, along with the percentage of complaints upheld so we may learn and improve our product and services further.

Confidentiality

All complaints received will be dealt with confidentially and in accordance with our Privacy Policy which can be viewed at https://mclear.com/about/privacy/

How to complain

You can make a complaint by email or post.

You can send an email to customerservice@mclear.com or in writing to:

Complaints Department, McLEAR Ltd, Upper Swain Royd Farm, Wilsden Road, Bradford, West Yorkshire, BD15 9AD, United Kingdom.

We have a 2-stage complaints process. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our policy.

The stages of the complaints process

Stage 1
This is the first opportunity for the department to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Head or Director of the area or team against whom the complaint has been made. Upon receipt of your complaint we will contact the relevant team Head or Director and ask them to deal with your complaint.

Stage 2
If you are dissatisfied with this response, you may request a review by the Chief Operating Officer of the company. This request should be sent to the Complaints Department at the address given above.

Timescales for handling a complaint

Stage 1 – target within 15 business days, PDS2 maximum business 35 days

  • acknowledgement within 5 business days
  • full or holding response (to advise reason for extension) within 15 business days
  • full response within business 35 days

Stage 2 – maximum 25 business days

  • acknowledgement within 5 business days
  • full response within 25 business days

Extending time limits

We aim to complete all complaints within the timescales above. However, if a complaint is very complex or requires input from 3rd Parties beyond our control, it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay and the new deadline (which must not extend beyond 35 business days from receipt).

Following stage one of the process, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

If you remain dissatisfied

If having followed the 2 stages of our complaints process you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for McLEAR.

As we are regulated by the FCA, you may contact them directly via any of the channels available displayed on their website:

https://www.fca.org.uk/contact/

You may also ask them to refer the case to The Financial Services Ombudsman who can be contacted at:
Financial Ombudsman Service at Exchange Tower, London E14 9SR or call 0800 023 4 567
http://www.financial-ombudsman.org.uk/

Compensation

In the majority of cases, remedies other than financial compensation will satisfy the complainant. Financial compensation is therefore a final option and will only apply in cases where the loss or suffering is considered to warrant such a payment.

Recording complaints

We log all complaints that we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery.

We will handle your information in line with data protection legislation.

Unreasonable behaviour

All complaints will be processed in accordance with this policy. However, during this process, staff may have contact with unreasonable complainant behaviour and unreasonably persistent complainants.

McLEAR expects complainants to treat our staff with respect and refrain from abusive behaviour and making personal insults while they are trying to resolve any issues or complaints.

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