Complaints

How to contact us with a complaint?

Email is the easiest way to contact us, but you can also write to us.

What happens next?

1. We will write to you within five working days of your complaint. We will either tell you how we resolved the problem or acknowledge your complaint and give a timeline for a full response.
2. We will finish our investigation and send you our final response as soon as possible. Depending on the subject of your complaint and the nature of our investigation, this may take up to eight weeks. If this is the case, we will keep you updated on our progress. We will use all emails, letters, call recordings, and any other communication we have to investigate your complaint.
3. We will write to you with our final response to your complaint within eight weeks of receiving it.
4. We aim to fully address your complaint. If our response falls short, please let us know. We will do our best to fix it.

What if you are not happy with our response

If you are unhappy with our response, you can complain to the Financial Ombudsman Service for free. Do this within six months of our final response. Or, if you haven't heard from us, within the above timeframes. So you are aware, the Ombudsman will not be able to consider your complaint if:

• Your complaint is about something that happened over six years ago.
• It’s more than 3 years after you became aware that you had cause for complaint.
• You do not refer your complaint to the Ombudsman within six months of the date of our final response letter.

Our complaints data

At Ontime, we pride ourselves on providing excellent customer service. When customers complain, we want to resolve their issues quickly and fairly. We review our complaints data regularly. This helps us reduce the issues that cause complaints.