How to Complain

We hope you enjoy your eLife experience. However, we do understand that sometimes, things can go wrong.

If you ever feel you need to contact us about any part of your eLife experience that was not to your satisfaction, then please write to us at:
eLife Customer Services,
MMT Centre,
Severn Bridge,
Aust,
Bristol
BS35 4BL or call us on 0800 054 6011. You can also email us via your user account or at: admin@elife.co.uk.

We will acknowledge your complaint promptly and will try to resolve matters as quickly as possible. If for any reason the issue cannot be resolved immediately, we will keep you informed of progress and indicate how long it is likely to take.

We are committed to resolving complaints through our own complaints procedures. If we have been unable to resolve matters after 8 weeks or you remain unhappy with the final decision, you may be eligible to refer the matter to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0800 0234 567

Email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service helps settle disputes between consumers and financial firms. Their service is independent and does not cost anything. They can decide if we have acted wrongly and if you have lost out as a result. If this is the case they will tell us how to put things right and whether we have to pay you compensation.

Making a complaint does not affect your legal rights.