Complaints procedure

What to do when we don’t get it right.

We always aim to provide excellent customer service and when that doesn’t happen we want to know why. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

If you are not happy with service that you have received please contact a member of our team either by e mail, telephone or letter at the following address:

Charcol
2nd Floor
Chancery House
53-64 Chancery Lane
London
WC2A 1QU

We will then independently investigate the issues that you have raised and advise you of our findings.

Should you be unhappy with the resolution to your complaint you may contact the Financial Ombudsman Service, who can be contacted at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Phone: 0845 080 1800

Fax: 020 7964 1001

Email:enquiries@financial-ombudsman.org.uk

Our factsheet about our complaints procedures should tell you all you need to know about complaining to Charcol

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY DEBT SECURED ON IT

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