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 our customer support site
Phone - (+44) 0208 168 0264
Email - complaints@cardeo.com
Post - Cardeo customer support, Hat Loft, 1 Mill Yard, Guildford Street, Luton, LU1 2NR

What happens after submission?

We’ll be in touch within 3 business days to try and resolve your issue.

If we are unable to resolve your complaint within 3 business days, we will investigate it further. We’re allowed up to 8 weeks to investigate. We will write to you to keep you informed of how we are dealing with it.

At the end of our investigation, we’ll produce a final response.

Open banking complaints

If your complaint is about open banking, we aim to conclude it within 15 business days. 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 you making the complaint.


If you are still unhappy

If you are still unhappy after you’ve received Cardeo’s final response to your complaint, you have the right 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.