We aim to provide excellent customer support, however if our team is unable to resolve any issues you have with the service, you can raise a complaint with us.
Complaints should be emailed to support@countingup.com and your email subject should make it clear to us that this is a complaint (we suggest using the text ‘Official Complaint’).
Handling complaints
We take complaints very seriously and a senior member of the Countingup team will be assigned as your Complaints Manager. All complaints will be acknowledged by return email within 5 working days.
We aim to resolve all complaints and provide our final response by email within 15 working days.
In some exceptional circumstances, it may take up to 35 working days to respond to a complaint. Where this is the case we will inform you by email of the reason for the delay, and keep you informed throughout the process.
The Financial Ombudsman
If you complain to us and you are not happy with the resolution, you can refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are:
Financial Ombudsman Service Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk complaint.info@financial-ombudsman.org.uk 0800 023 4567 or 0300 123 9123