Complaints Procedure

Here at Cepta, we value all feedback as it allows us to improve our products and services for our customers, and we want to know if you think that we could have served you better.

This page explains how you can contact us to raise a complaint, and how we will work with you to resolve it.

Cepta is committed to dealing with all complaints impartially and in a consistent and fair manner. In support of this, we have established a clear and concise procedure to ensure your complaint is managed promptly and effectively.

Your first point of contact should be with our Customer Support team, who will endeavour to resolve your complaint as soon as possible. Should this not be immediate, the dedicated team will manage your complaint with the relevant department and personnel until resolution.

What will we do:

Every complaint is assessed on its own merit; however, we will, as a minimum:

• Listen and understand

• Acknowledge your complaint promptly

• Ensure it receives the appropriately skilled and experienced attention

• Keep you informed throughout

We genuinely want our customers to be happy and hope we can always resolve your concerns. So, if you do have ideas on how we can improve our services, do let us know.

Our full and Final Response will be provided to you in writing. In the event that you are not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge within 6 months at:

Money Advice Service
120 Holborn,

London

EC1N 2TD

Tel: 0800 138 7777
Website: www.moneyadviceservice.org.uk

Get in Touch

Email: [email protected]