We want you to be happy using Splitit. However, we understand that sometimes things do now go how you expect them to. We have included our complaint policy in this article. Please be sure to read about ‘How Splitit Works’ before raising your complaint.
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A complaint can be raised via live chat or web form.
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Splitit cannot help with complaints regarding an order, delivery or refunds. These must be directed to the Merchant as your purchase contract is with them.
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Your complaint will be assigned to one of our team members who will will investigate it. This may include reviewing your plan history and any previous contacts with us, speaking to the Merchant you made your purchase from, or escalating the issue internally to another team.
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Your assigned team member will be your main point of contact until your complaint is concluded. They will listen to your concerns politely, with respect and will treat you fairly. They will remain on hand to answer any additional questions or queries you may have.
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If we are not able to provide an answer immediately, your assigned team member will keep you updated on the progress of their investigation and may contact you for additional information to help their investigations.
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Once your assigned team member has completed their investigation, they will email you with their findings.
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If your complaint is about a Splitit process that forms part of the terms and conditions you accepted when you signed up, it will not be possible to offer you a resolution.
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If you are unhappy with the outcome or the service you received during the complaint process, you can ask for your case to be escalated to the Client Support Director. She will review your case and within 7 days, respond back to you in writing with her findings.