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, Sixth Floor, Fora, Montacute Yard, 186 Shoreditch High Street, E1 6HU
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.
Other than for Investment Platform related complaints, 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 keep you informed as to what is happening and when we expect to resolve your complaint.
Other than for the Investment Platform related complaints in exceptional circumstances, we may provide a full reply within 35 business days.
Investment Platform specific Complaints
We will do our best to resolve your complaint immediately and we aim to respond to any complaints within 3 business days of receipt.
When acknowledging your complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you, via email or chat, if further information is required.
If the complaint cannot be readily resolved we will contact you, via chat or email, to give an update on our progress and an estimated time to resolution.
After 8 weeks, if a final response has not already been sent to you, you will receive;
A Final Response Letter; The final response will include a summary of the complaint details, the investigations conducted, the findings and the results. It will outline whether the complaint has been upheld, partially upheld or not upheld, the final response may include any offer of redress or remedial action based on the outcome of the complaint. If the complaint is not upheld, we will provide the reasons.
This communication will also confirm that if you remain dissatisfied with our final response that you may refer your complaint to the Financial Ombudsman Service (FOS) within 6 months of the date of our final response letter, otherwise you would lose this referral right. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied. See further information on referral to the FOS below.
OR
A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response;
AND
Informing you that you may refer your case to the FOS if you are dissatisfied with the delay.
A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied. See further information on referral to the FOS below.
Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will, however, pursue information on a regular basis.
Referring your complaint to the Financial Ombudsman Service
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 8 weeks for an Investment Platform related complaint or 35 working days for all other complaints you can refer the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service who can be contacted as follows:
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: 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 8 week or 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. However, none of these procedures affect your legal rights.
Complaints to be addressed to another firm
In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action (please expand to see more):
We will write to the firm concerned, explaining that we believe the complaint to be theirs, and suggesting that they contact you, the client, directly.
We will enclose a copy of the original complaint communication.
We will write to you, the client, giving contact details of the firm, and invite you to get in touch with them. We will also enclose a copy of the letter we send to the firm.
We will copy the new firm in on this letter as well.