We’re really sorry to hear that you’d like to make a complaint. At Choose Wisely, our customers come first and we work really hard to make sure that we're living up to the high standards you have a right to expect. If you feel that we haven't lived up to your expectations or if we've fallen short somewhere along the line, please let us know. It's important for us to see where we could have done something better so we can improve our service for you and our future customers.
It's good to remember that many problems can be solved by just talking to us, we're always happy to help. If you'd like to get in touch, drop us an email at [email protected]
If you don't feel like we've been able to resolve your problem or you're not happy with the way we've handled your query, you can email us to send us a formal complaint. If it's easier for you to send us a letter here's our address:Choose Wisely
Please give us as much information as you can so we can investigate your issue fully. We might need to contact you if we require any other details relevant to your complaint. We'll aim to resolve your complaint and get you a written answer within a week containing a full report of our investigation. If for any reason we're not able to give you a final response within 8 weeks of the date you originally contacted us, we'll write to you to explain why.
If you haven’t received a response within 8 weeks of the date you originally contacted us or if you've followed this complaints procedure, you’ve received a final response from us and you aren't happy with the way we've dealt with your complaint; you can refer the matter to the Financial Ombudsman Service (FOS) for an independent review within 6 months of our final response. If you wish to contact the FOS, you can write to them:
Financial Ombudsman Service
Or you can phone them on: 0800 023 4567. If you'd like a bit more information you can visit their website: www.financialombudsman.org.uk