COMPLAINTS POLICY
OUR COMMITMENT TO YOU
At Credit Knowledge and MediaBlanket Ltd all of our customers are important to us and We believe that you have the right to a fair, prompt and polite service at all times.
If You are not happy with any part of Our service or product that we have introduced to You, You can choose to tell us by writing, emailing or calling us.
To help Us consider and resolve any issues or concerns that You may have please provide the following information: -
Your contact details including -
Your full name
The telephone number you used to register for your Credit Knowledge account
The email address you used to register for your Credit Knowledge account
Your full postal address, including Post Code
What Your complaint is about
If applicable, please also include names and dates of the people you have spoken to or had written contact with and a summary of what would you like us to do to make things right.
HOW TO CONTACT US
Please send details of your complaint to: hello@creditknowledge.co.uk, (this is the only monitored email inbox; please do not use ANY other email address), or write to us at the address below: -
Customer Complaints
MediaBlanket Ltd t/a CreditKnowledge.co.uk
The Old Bank
247 Chapel Street
Salford
M3 5EP
Alternatively, You can call us on 0161 711 0420 (Call charges may apply - 8-10p per minute from BT landlines; mobiles and other providers may vary)
WHAT WILL HAPPEN NEXT?
Upon receipt of your complaint, we will do our utmost to resolve it by the end of the next working day, by dealing with it effectively and in a helpful manner
If We cannot do this, our expectation is that We will send You a prompt written acknowledgement of Your complaint within five (5) working days where possible and tell you who is dealing with it. In addition, We will provide You with a copy of Our complaints handling procedure. If we need to investigate Your complaint further to respond fully, We will tell You and keep You regularly updated.
We will send You our final response as soon as possible but within eight weeks of receiving your complaint, as stipulated under regulatory guidelines.
Our letter will explain that You will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after the eight weeks or the final response letter.
CONTACTING THE FINANCIAL OMBUDSMAN SERVICE
The Financial Ombudsman Service is an independent organisation. They look to achieve a solution to complaints that consumers and financial businesses have not been able to resolve between themselves.
To find out more about the service, please visit www.financial-ombudsman.org.uk
The contact details to use are: -
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Calls to this number are normally free for people ringing from a "fixed line" phone but charges may apply if you call from a mobile telephone
Telephone: 0300 123 9123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
European Online Dispute Resolution Platform
Customers may also wish to review their options via the European Online Resolution Platform
Website: European Online Dispute Resolution