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 hello@getchip.uk), 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, 7 Bell Yard, London, WC2A 2JR.
What we will do and how long will it take
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.
Referring your complaint
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: send a message to complaint.info@financial-ombudsman.org.uk
- 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.