If you need to make a formal complaint, the quickest way is to send us a secure message directly in the app. Just let our digital assistant know you want to log a complaint. 📲
To help us investigate quickly, please be as specific as possible about what went wrong and let us know exactly how we can put things right for you.
1. Telling us what went wrong 📨
If you have an account: Send us a secure message in the app (make sure you're using the latest version).
If you don't have an account: Please email us at support@countingup.com. We recommend using the phrase 'Official Complaint' in your subject line so it reaches the right team immediately.
2. Getting your acknowledgement 📩
We take complaints very seriously. Once we receive yours, we'll send you an email to acknowledge it within 5 business days.
3. How we investigate 🔍
A member of our team will be assigned to your case and they'll look into exactly what happened. During this time, we might ask you for supporting evidence, like screenshots or emails, to help us understand the full picture.
4. Reaching a resolution ✅
We aim to resolve your complaint and send you a final response by email within 15 calendar days.
In exceptional cases, our investigation might take up to 35 calendar days. If that happens, we'll explain the reason for the delay and keep you fully updated along the way.
5. Taking things further ⚖️
If you're unhappy with our final response, you have the right to take your complaint to the free, independent Financial Ombudsman Service (FOS).
You can get in touch with them by:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR