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5 Copper Row
If you want to complain to Bankrate UK, please contact our customer services team using one of the options below.
Bankrate Customer Services
5 Copper Row
Our customer services team will respond to your enquiry as quickly as possible, and will discuss with you how best to resolve the matter.
We’ll record your complaint and try to resolve the problem as quickly as possible – right there and then if we can. But if we can’t do anything that quickly, we’ll fully investigate your complaint and aim to sort things out as soon as we can – keeping you updated along the way.
Once we have fully investigated the problem, we will send you our final response with details of our investigation and the outcome – together with any redress or resolution if suitable.
If, after we’ve done everything we can to help, you’re not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you can refer it to the Financial Ombudsman Service (FOS). You have six months from the date of our final response to refer your complaint to them. Here’s how to get in touch with them:
The Financial Ombudsman
Service Exchange Tower
Telephone: 0800 023 4567 or 0300 123 9 123 and (+44) 20 7964 0500 (from abroad)
If your complaint is eligible for further investigation, the FOS will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don’t think we have treated you fairly, they can make us put things right for you.
While the majority of complaints are eligible for further investigation by the FOS, it is important that you are aware this does not apply in every instance. If you are in any doubt about whether your complaint is eligible for further investigation you should contact the FOS for clarification. Details of the types of complaints the FOS will not consider are given on their website: www.financial-ombudsman.org.uk.
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