We recognise that things can go wrong. We want to learn from our mistakes and improve your experience whenever possible. So, we've made it super easy to raise a complaint with us, either through email (at firstname.lastname@example.org), by post or Chip's live-chat (this can be found under the profile tab in the app).
Our postal address is: Chip Financial Ltd., Chancery House, 64 Chancery Lane, WC2A 1QU.
We will do our best to resolve your complaint immediately and we aim to respond to any complaints within two business days of receipt.
Sometimes it may take longer to fully investigate your concerns. Where this is the case, we will:
- Send you a written acknowledgment within 3 working days.
- Keep you informed of what is being done to resolve your concerns.
- If your complaint will take longer to resolve, we will provide you with a final response within 15 business days. If we are unable to do so, we will always write explaining what is happening and when we expect to resolve your complaint.
- In exceptional circumstances, we may provide a full reply within 35 business days.
We aim to resolve your complaint as quickly as possible and to your complete satisfaction.
If for any reason you’re unhappy with our final response or we’re unable to issue a final response within 35 working days, you can refer the matter to the Financial Ombudsman Service who can be contacted as follows:
- Telephone: call them on 0800 023 4567 or 0300 123 9123
- Email: email@example.com
- Post: write to them at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Website: www.financialombudsman.org.uk
It’s important that our complaints procedures are finalised before you contact the Financial
Ombudsman, as they will only investigate once we have issued our final response, or after the end of the 35 working day period. If you are not satisfied with our final response and you wish to refer to the Financial Ombudsman Service, you only have six months from the date of our final response to refer it. However, none of these procedures affect your legal rights.
We recognise that things can go wrong.We want to learn from our mistakes and improve your experience whenever possible. So, we've made it super easy to raise a complaint with us, either through email (at firstname.lastname@example.org), Chip's live-chat or by post.
Our postal address is: Chip Financial Ltd., 64 Chancery Lane, London, WC2A 1QU
When you state your intention to complain, a member of our Customer Success team will send you an email with our 'Chip' complaints form.
In your complaint, please let us know your issue concisely, give all relevant information regarding the issue, and let us know how you would like it to be resolved.
Once we have received your complaints form, we firstly want to work alongside you to resolve the issue you've faced quickly and efficiently (as per the FCA's DISP regulations).
We will confirm that we received your complaint within two working days, and our Head of Customer Trust and Satisfaction will respond to you within seven working days (but likely much sooner!).
If your issue is not resolved within seven working days, or you are not happy with our final response (within the first 35 days), you can take your case to the Financial Ombudsman Service (FOS). We will remind you when you can escalate your case to the Ombudsman.
You can complain to the Ombudsman if we've not addressed your complaint after eight weeks, or once you receive a final response from Chip, they will carry out an independent review.
The FOS can help with most complaints if you are:
A) A consumer
B) A business employing fewer than 10 persons that has an annual turnover that doesn't exceed €2 million
C) A charity with an annual turnover of less than £1 million
D) A trustee of a trust with a net asset value of less than £1 million
Please note that in accordance with regulatory obligations, Chip will compile a report of each complaint. These records will be retained for no less than three years from the date the complaint was received.
We will continue to develop and refine our complaints process so we can deliver an outstanding customer experience for everyone.
If you do make a complaint, we will take it seriously, work hard to resolve your problem, and learn from it. We treat every complaint as an opportunity for us to improve your experience with Chip.
Last updated - 03 April 2019