Contact Us

by email:

for general enquiries: enquire@creditchoices.co.uk

Help & support: support@creditchoices.co.uk

Sales & services: sales@creditchoices.co.uk

by post:

You can also write to us at the following address:

Consumerchoices.co.uk
Third Floor
High Holborn House
52-54 High Holborn
London
WC1V 6RL

complaints:

We are committed to providing transparent procedures for receiving, handling and resolving complaints fairly, consistently and promptly.

Email:Complaints@consumerchoices.co.uk

Complaints Policy

This document provides information on how we will act in the event that we receive a complaint from you. It describes the procedures that we are required to follow.

We define a complaint as any written or oral expression of dissatisfaction and we treat all complaint as eligible complaints as defined by the Financial Ombudsman Service (FOS).

Customers wishing to make a complaint can do so by email or post

Email: compliance@creditchoices.co.uk

Post:
The Compliance Officer
Creditchoices.co.uk
Third Floor
High Holborn House
52-54 High Holborn
London
WC1V 6RL

Immediately upon receipt of your complaint our Compliance Officer will determine whether your complaint is regarding Creditchoices.co.uk or the products and services provided by one of our partners.

We aim to acknowledge all complaints within one business day and no later than five business days.

When we acknowledge your complaint we will notify you as to whether such complaint is in connection with Creditchoices.co.uk or one of its partners and that – if appropriate – it has been referred to the correct party and when you can expect to be contacted by that party.

If your complaint is regarding the products and services supplied by Creditchoices.co.uk we will include a copy of our Complaints Policy in the acknowledgement.

If your complaint is regarding the products and services supplied by one of our partners then we will liaise with the partner to ensure that the complaint is dealt with in a prompt manner by them and in accordance with their set down complaints policy.

If your complaint is regarding Creditchoices.co.uk we will endeavour to resolve your complaint as quickly as possible undertake to keep you informed during the period that we are dealing with it in respect of progress.

Once the investigation is complete, a Final Response letter will be sent by the Compliance Officer that will provide you with a summary of our investigation including our assessment of the complaint, our decision on it, and any offer of remedial action or redress.

We aim to resolve all complaints and to provide a Final Response within 14 business days.

If we have not been able to provide a Final Response within 8 weeks of your complaint we will write to you explaining why and we will indicate when we expect to be able to provide one.

Upon receipt of our Final Response or after 8 weeks (whichever is the sooner) you will have the right to refer the matter to the Financial Ombudsman Service.