Complaints

How to make a complaint

At Chrysalis, we are committed to providing a quality service. If you have a query or would like to provide some feedback, please visit our contact us page.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong. Further information is available which provides details of our customer complaints procedure, this will be sent to you on request or if you make a complaint.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

Should you have a complaint, or if you are dissatisfied in any way, please email our team on – complaints@chrsyalisfinance.com

Alternatively, you can write to us at the following address:

Complaints Team
Chrysalis Finance Limited,
PO Box 404
Alderley Edge
Cheshire
SK9 0EA

Need some more help?

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do.

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 your final response letter.

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. 

Further information can be found at: 
www.financial-ombudsman.org.uk/consumer/complaints.htm

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

Free Phone Number: 0800 023 4567
Low Cost Number: 0300 123 9123
Email: complaint.info@financial–ombudsman.org.uk