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LEGAL

Complaints Policy

Lead Social Ltd T/A PandaPCP · FCA FRN: 951156

Lead Social Ltd T/A PandaPCP is committed to providing a high standard of service to all customers. We treat every complaint seriously and aim to resolve concerns fairly, consistently and promptly, in line with the FCA's DISP rules.

What is a complaint?

A complaint is any expression of dissatisfaction, whether oral or written, about the service we have provided. The customer does not have to formally address their communication as an official complaint for our complaints procedure to apply.

How to make a complaint

You can contact us using any of the following:

How we handle your complaint

  • Where possible, we aim to resolve your complaint informally within 3 working days.
  • If we cannot resolve it informally, we will acknowledge your formal complaint within 3 working days of receipt.
  • We aim to complete our investigation and issue a final response within 8 weeks of your initial contact.
  • Complex complaints, or those involving data protection, vulnerability or potential impact on multiple customers, are escalated to the Director.

If you are not satisfied — Financial Ombudsman Service

If you are unhappy with our final response, or if 8 weeks have passed since you first raised your complaint, you may refer the matter to the Financial Ombudsman Service (FOS) free of charge. You normally have 6 months from the date of our final response to do so.

Data protection concerns

If your complaint relates to how we handle your personal data and you are not satisfied with our response, you may contact the Information Commissioner's Office (ICO):