A cookie is a small file of data that we store on your browser or the hard drive of your computer if you agree. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.
See below for details on what information is collected by cookies and how we use that information. For more information about the kind of data we collect and we process it, please read our Privacy Notice.
What type of cookies does Chip use?
Strictly necessary cookies: These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website and use our website live chat services.
Analytical/performance cookies: They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that customers are finding what they are looking for easily.
We use Google Analytics to help us measure how you interact with our website and its contents. You can find more information about the individual cookies we use, the purposes for which we use them and their default expiration times by following this link - https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage.
How to change cookie settings?
You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
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