Complaints Policy

Our Commitment To You

At Credit Chum all of our customers are important to us and we believe that you have the right to a fair, prompt and polite service at all times.

If you are not happy with any part of our service or product that we have introduced to you, you can choose to tell us by writing, emailing or calling us.

To help us consider and resolve any issues or concerns that you may have please provide the following information –

If applicable, please also include names and dates of the people you have spoken to or had written contact with and a summary of what would you like us to do to make things right.

How To Contact Us

What Will Happen Next

Upon receipt of your complaint, we will do our utmost to resolve it by the end of the next working day, by dealing with it effectively and in a helpful manner.

If we cannot do this, we will send you a prompt written acknowledgement of your complaint within five (5) working days. In addition, we will provide you with a copy of our complaints handling procedure. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated.

We will send you our final response as soon as possible but within eight weeks of receiving your complaint, as stipulated under regulatory guidelines.

Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after the eight weeks or the final response letter.

Contacting The Financial Ombudsman Service

The Financial Ombudsman Service is a free-to-use independent organisation. They look to achieve a solution to complaints that consumers and financial businesses have not been able to resolve between themselves.

To find out more about the service, please visit www.financial-ombudsman.org.uk

The contact details to use are:-

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Calls to this number are normally free for people ringing from a fixed line phone but charges may apply if you call from a mobile telephone.

Telephone: 0300 123 9123

Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

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

Website: www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

Customers may also wish to review their options via the European Online Resolution Platform

Website: European Online Resolution Platform

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