If you have a complaint about the service, you can contact us via email at complaints@cheddar.me.
You will be sent a short form to complete and submit an official complaint. This form allows us to track and manage your complaint. After we receive your complaint, we will send you an acknowledgement and give you an estimate of how long we expect to take to deal with the complaint.
We will let you know if we need any more information from you. We will usually send you a final response by the end of 15 business days after the day on which we received your complaint. However, where this is not possible, we will send a holding reply clearly indicating the reason for the delay and specifying when you will receive a full reply, and this will be by the end of 35 business days after the day on which we received your complaint.
We will do our best to resolve any issues as quickly as we can, but if you are not satisfied with the response then you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body responsible for resolving complaints between consumers and financial organisations where they’re not able to resolve issues themselves.
Our response to you will let you know if there are any deadlines for contacting the Financial Ombudsman Service.
The Financial Ombudsman Service can be contacted at:
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR;
Telephone: 0800 023 4567 (from a landline) or 0300 123 9 123 (from a mobile);
Email: complaint.info@financial-ombudsman.org.uk; or
Website: http://www.financial-ombudsman.org.uk.