Complaints, compliments and suggestions
Here at Karbon, our aim is to give you the service you expect all day, every day, 365 days of the year. We try hard to avoid problems, but sometimes we do make mistakes.
If you receive a poor service then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and view any feedback as an opportunity to improve our services.
If you have any complaints, compliments or feedback for us, please contact us first. We’re always listening and ready to work hard to resolve your concerns straight away. If we are unable to resolve the problem there and then we will undertake a full investigation to understand the facts and get back to you no later than 10 working days.
Karbon's debt advice service is authorised and regulated by the Financial Conduct Authority (FCA) FRN 775843.
If you are not happy with the service we provide, please tell us and we will register your complaint. Call us on 0808 164 0111.
If you are not happy with our final response you can take your complaint to the Financial Ombudsman Service.
The service provides a free, independent service for clients to solve disputes with not-for-profit debt advice providers.
The Financial Ombudsman Service will only step in once Karbon Homes has had the opportunity to investigate matters, so please contact us first.
You can ask the Financial Ombudsman Service to review your complaint if your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with Karbon's final response or if eight weeks have passed since you first let Karbon know about your concerns.
By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
By phone:
0800 0234 567 - calls to this number are free on mobile phones and landlines
0300 1239 123 - calls to this number cost no more than calls to 01 and 02 numbers
By email: complaint.info@financial-ombudsman.org.uk
Or visit: www.financial-ombudsman.org.uk
Loading...