You’d like to make a complaint?

We’re really sorry to hear that you’d like to make a complaint. At Choose Wisely, our customers come first and we work really hard to make sure that we're living up to the high standards you have a right to expect. If you feel that we haven't lived up to your expectations or if we've fallen short somewhere along the line, please let us know. It's important for us to see where we could have done something better so we can improve our service for you and our future customers.

Step one

It's good to remember that many problems can be solved by just talking to us, we're always happy to help. If you'd like to get in touch, drop us an email at hello@choosewisely.co.uk

Step two

If you don't feel like we've been able to resolve your problem or you're not happy with the way we've handled your query, you can email us to send us a formal complaint. If it's easier for you to send us a letter you can write to us at:

Choose Wisely
This Workspace, 18 Albert Road
Bournemouth
BH1 1BZ

Please give us as much information as you can so we can investigate your issue fully. We might need to contact you if we require any other details relevant to your complaint. We'll aim to resolve your complaint and get you a written answer within a week containing a full report of our investigation. If for any reason we're not able to give you a final response within 8 weeks of the date you originally contacted us, we'll write to you to explain why.

Step three

If you haven’t received a response within 8 weeks of the date you originally contacted us or if you've followed this complaints procedure, you’ve received a final response from us and you aren't happy with the way we've dealt with your complaint; you can refer the matter to the Financial Ombudsman Service (FOS) for an independent review within 6 months of our final response. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you wish to contact the FOS, you can write to them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can phone them on: 0800 023 4567. You can visit their website: www.financial-ombudsman.org.uk