Complaints

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know. Please send an email to support@immersve.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email.

Correspondence may be monitored or recorded. If we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you.

We will look into your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and send you a final response within 15 business days. On rare occasions, we may need to extend the deadline by a further 20 business days to investigate your case in detail.

If, having exhausted the complaints procedure above, you remain unhappy, you may complain to the Financial Ombudsman Service (FOS) on the following contact details:
Online: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
If you are not in the UK, call +44 20 7964 0500.