How do I make a complaint?

Should you feel that you are not satisfied with the service provided, please contact our Customer Service (CS) Team via our web form.
Include a description of the incident and allow the team up to 3 business days for a first response.

What happens when I make a complaint?

Depending on the complexity of the issue, resolution time can take up to a maximum of 8 weeks. However, we will update you via your raised ticket at every point of progress made on the investigation into your issue and endeavor to provide a first Final Response within 4 weeks.
The member of the Zilch team dealing with your ticket may ask for further documentation in order to assist in the investigation and resolution. Should the CS Team not be able to resolve the issue within 5 business days of the first response, it will be escalated to the CS Manager for further investigation.

Our Final Response?
We will endeavor to give a final response within 8 weeks of the initial complaint.

What happens if I remain dissatisfied after I’ve received a Final Response?
If you remain dissatisfied after receiving the Final Response or more than 8 weeks have passed since you made your initial complaint, you may refer to your complaint in one of the following ways:

• you may escalate the issue further to the Compliance Department at [e-mail]
• you may refer your complaint to:

The Financial Ombudsman Service.
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: [phone]
Email: [e-mail]
Website: www.financial–ombudsman.org.uk