Complaints

Submit a complaint

We always try our hardest, but know that sometimes we fall short. Please get in touch and we will look into your complaint as soon as possible.

  • Message Submit a message on this website
  • Phone - (+44) 0330 828 3678
  • Email - complaints@cardeo.com
  • Post - Cardeo customer support, Hat Loft, 1 Mill Yard, Guildford Street, Luton, LU1 2NR

What happens after submission?

  1. Your complaint will be passed to our complaints manager. We’ll acknowledge it within 5 days.

  2. We’ll investigate your complaint thoroughly and attempt to resolve it within 15 working days.

  3. If this is not possible, we’ll write to you explaining the reasons behind the delay and when you can expect a response. Any such response will be sent out within 35 days of your complaint.

If you are still unhappy

If you are not satisfied after you’ve received Cardeo’s final response to your complaint, you are entitled to refer it to the Financial Ombudsman Service free of charge.

You must refer your complaint within six months of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

They can also be reached by phone at 0800 023 4567 or 0300 123 9123, or via the Financial Ombudsman Service website.