Complaints Policy

1. Our approach

Meredith aims to deal with complaints fairly, promptly and proportionately. This policy explains how to raise a complaint about the website or services.

2. How to complain

Complaints should be sent to elee@meredithint.com with the subject “Complaint”, or by post to 13/1 Line Wall Road, Gibraltar, GX11 1AA.

Please provide your name, contact details, client reference if applicable, the relevant dates and transactions, what happened, the outcome sought and copies of supporting documents.

3. Acknowledgement and response

Meredith will normally acknowledge a complaint within five business days. It will investigate and aim to provide a final response within twenty business days. Complex matters may take longer; if so, Meredith will explain the reason and provide an updated timeframe.

4. Investigation

The complaint may be reviewed by a person not directly responsible for the issue where practicable. Meredith may request further information and may pause its response timeframe while awaiting material information from the complainant or a third party.

5. Outcome

The final response will summarise the complaint, the findings, any action proposed and any further internal escalation or external route that applies.

6. External escalation

Meredith’s services are structured as commercial agency activities and are not presented as regulated payment services. The appropriate external route depends on the subject of the complaint.

For a complaint about personal data, the Gibraltar Regulatory Authority acts as Information Commissioner and provides a data-protection complaint procedure. For other matters, you may seek independent legal advice about any consumer, contractual or court route available to you.

7. Records and confidentiality

Complaint records will be retained for an appropriate period. Information will be handled in accordance with the Privacy Policy and may be disclosed where required to investigate, obtain advice or comply with law.

8. No retaliation

Meredith will not treat a person unfairly merely because they have made a genuine complaint.