We understand that sometimes things go wrong, and we want to hear about it so we can learn, improve, and put things right for you. We aim to make raising a complaint with us as straightforward as possible.
You can submit your complaint using one of the following methods:
In-app chat: Contact us via the Profile tab in the Chip app.
Email: Send us a message at hello@getchip.uk
Post: Write to us at our postal address: Chip Financial Ltd, Sixth Floor, Fora, Montacute Yard, 186 Shoreditch High Street, E1 6HU
How we handle your complaint
Once we receive your complaint, we'll get straight to work. Our commitment to you is to:
Acknowledge your complaint within three working days.
Work to resolve it as quickly and fairly as possible.
We handle all complaints in line with the regulator's rules (the FCA’s Dispute Resolution: Complaints or DISP rules). The time it takes for a final response depends on the type of complaint.
Payment-Related (PSR) complaints
For issues concerning payments (like a withdrawal or deposit), we will issue our final response within 15 business days of receiving your complaint.
In exceptional circumstances, we might need up to 35 business days. If this happens, we will let you know immediately.
General service or investment complaints (non-PSR)
For general service issues or complaints specific to our investment platform, we aim to issue our final response within 8 weeks (56 calendar days) of receiving your complaint.
Please note: If your complaint involves getting information from other parties, some delays may be beyond our control. However, we will regularly chase up any outstanding information needed to resolve your case.
Our Final Response
Our goal is to give you a definitive Final Response Letter within the timescales above. This letter will include:
A summary of your complaint details.
The results of our investigation and findings.
Whether your complaint was upheld, partially upheld, or not upheld, along with clear reasons for our decision.
Any offer of redress or action we will take, based on the outcome.
If you're still not satisfied
If you are unhappy with our final decision, or if we haven't been able to give you a final response within the relevant timeframe, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
You must refer your complaint to the FOS within 6 months of the date on our Final Response Letter. If you miss this deadline, you may lose your right to refer it.
We will enclose a copy of the FOS leaflet, ‘your complaint and the Ombudsman,’ or ensure you have a copy.
Referring your complaint to the Financial Ombudsman Service (FOS)
We aim to resolve your complaint quickly and to your complete satisfaction. However, if you are not happy with our final decision, or if we haven't been able to give you a final response within the required timeframes, you can refer the matter to the Financial Ombudsman Service (FOS).
When you can contact the FOS:
The FOS will only investigate your complaint once one of the following has happened:
We have issued our Final Response Letter.
The time limit for us to respond has passed. These time limits are listed above.
Important: If you decide to refer your complaint to the FOS, you only have six months from the date on our Final Response Letter to do so. After this period, you may lose your right to refer the complaint.
How to contact the FOS:
You can contact the Financial Ombudsman Service using the details below:
Telephone: Call them on 0800 023 4567 or 0300 123 9123.
Post: Write to them at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Website: Find more information at www.financialombudsman.org.uk
Complaints that should be addressed to another firm (forwarded complaints)
Occasionally, we receive a complaint that is about another company, not Chip or our services. If this happens, and we can identify the correct firm, we will take the following steps for you:
We will write to the other firm, explaining that the complaint is theirs, and suggesting they contact you, the member, directly.
We will send them a copy of your original complaint communication.
We will also write to you, providing the other firm's contact details and inviting you to get in touch with them directly.
Need further help?
If you have any further questions, get in touch with our support team using the in-app chat. This can be found in the Contact Us section on the Profile tab.