This procedure covers Snowflow's website, communications, enquiries and service coordination. Complaints about an underlying account, card, payment, funding or cryptoasset service follow the responsible strategic partner's procedure, identified in your customer documents.
1. What this procedure covers
We want concerns to be raised early and handled fairly. You can use this procedure for complaints about:
- the Snowflow website, its accessibility or the clarity of published information;
- the way we handled an enquiry, communication or service interaction;
- marketing that you believe is unclear, inaccurate or inappropriate;
- the way we handled your personal information; or
- the behaviour of someone acting on behalf of Snowflow.
A question, service request or request to exercise a data-protection right may be handled through the appropriate support process instead. We will tell you if that applies.
2. How to make a complaint
Email snowy@snowflow.co.uk with the subject line Complaint. You may also write to SNOWFLOW CAPITAL LTD, International House, 10 Beaufort Court, Admirals Way, London, Greater London, England, E14 9XL.
Please include, where available:
- your full name and preferred contact details;
- a clear description of what happened and when;
- any relevant enquiry or correspondence reference;
- the effect the issue had on you; and
- what you would like us to do to put matters right.
Do not email passwords, PINs, full card or bank-account details, security codes, identity documents, private keys or wallet recovery phrases. We will not charge you for making a complaint.
3. What happens after we receive it
- Record and acknowledge. We will record the complaint and aim to acknowledge it within three business days. Data-protection rights requests are handled within the statutory timeframe described in our Privacy Notice.
- Review. Someone with appropriate independence will examine the relevant information and may ask you for clarification.
- Keep you informed. We will explain if the review is likely to take longer than expected or if another organisation needs to be involved.
- Respond. We aim to provide a clear outcome within 15 business days. Complex matters may take longer; if so, we will explain why and provide an expected response date.
- Learn. We will consider whether the complaint identifies a broader issue that needs correction or preventive action.
Our response will summarise what we considered, our findings and any action we propose. These are Snowflow service standards, not a statement that a particular statutory or regulatory complaints timetable applies.
4. Complaints involving a strategic partner
Your provider disclosure and customer terms identify the underlying provider, the contracting entity, the organisation responsible for service complaints and any applicable response timetable.
If you send Snowflow a complaint that is wholly or partly the responsibility of a provider, we will aim to identify that promptly. Where lawful and appropriate, we will either forward it securely with your knowledge or give you the provider's current complaint details. Snowflow will remain responsible for investigating any part that relates to its own conduct.
Do not assume that the Financial Ombudsman Service or Financial Services Compensation Scheme applies to every product. Eligibility depends on the specific provider, service, regulatory status and circumstances. The applicable protection statement is supplied with your service documents.
5. Internal review and external escalation
If you remain dissatisfied, reply to our outcome and ask for an internal review. Tell us what you believe was missed or misunderstood. A different person will review the response where reasonably practicable.
For a complaint about personal information, you may complain to the Information Commissioner's Office after giving us an opportunity to address the issue. Visit the ICO complaints page or call 0303 123 1113.
The Financial Ombudsman Service can consider only eligible complaints. Where the relevant provider-led service carries Financial Ombudsman rights, the provider disclosure and final response explain how and within what timeframe you may use them.
This procedure does not prevent you from seeking independent advice or exercising any legal rights available to you.
6. Accessibility, representatives and privacy
Tell us if you need information in a different format, need reasonable communication adjustments or want an authorised representative to act for you. We may ask for evidence of their authority and may verify identity before discussing personal information.
Complaint information is used to investigate, communicate, keep an audit trail, improve our processes, establish or defend legal claims and meet legal obligations. More detail is available in our Privacy Notice.
Complaint records will normally be kept for up to six years after closure, or longer where reasonably necessary for an ongoing dispute, legal obligation or claim.
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