To make a complaint regarding our Customer Service, your time at your Pollen experience, a refund, or something else, please complete our complaints form.
When you’ve submitted your complaint:
- You’ll receive an automated email confirming that we’ve received your complaint. This email will include your case number.
- A member of the Pollen team will review your complaint. If we need more information from you, we’ll get in touch.
- We’ll return to you with a resolution within 30 days.
If we need more time to investigate the complaint, we’ll contact you to let you know why the investigation is taking longer than expected and to confirm if there’s anything else we need from you.