Below we cover everything you need to make a complaint:
Where and how to send it
📝 In writing, addressed to Incredible, via Kemp House 152-160, City Road, London, England, EC1V 2NX
✉️ By email via [email protected]
📱By message via in-app chat
What to expect
We'll be in touch within four working days to try and fix your complaint.
If we can't do it in that time, we legally have up to 15 days (in some cases 8 weeks) to investigate the complaint and provide you response to the complaint, this is called a `final response`.
What action you can take if you're not happy with the outcome
If you're not happy with the response, you have the right to refer your complaint to the Financial Ombudsman Service at no cost. You can refer your complaint within 6 months of the date you receive our final response.
You can contact the Financial Ombudsman by any of the below methods:
📝 In writing, via Financial Ombudsman Service, Exchange Tower, London, E14 9SR
☎️ By phone, via 0800 023 4567 or 0300 123 9123
🌐 By website, via www.financial-ombudsman.org.uk
If you'd like more information regarding the Financial Ombudsman Service and taking your complaint further, you can refer to the online version of their consumer leaflet.