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 call or email our complaints team.
complaints@chrsyalisfinance.com
Alternatively, you can write to us at the following address:
Complaints Team
Chrysalis Healthcare Group,
PO Box 404
Alderley Edge
Cheshire
SK9 0EA
Or by completing the below contact form.
Upon receipt of your complaint, we will provide a prompt written acknowledgement. We will aim to have your complaint resolved within three working days and we will send you a summary resolution communication if we are able to resolve your complaint by close of the third business day. Where this is not possible, we will write to you confirming the extended time frame and provide you with a final response within 8 weeks of the receipt of your complaint.
Once we have made a decision on your complaint, we will send you a letter setting out, in a clear and intelligible format, what is known as our final response. This letter will be sent via email and can be posted out upon request. Our final response will contain details of what we found after investigating your complaint, what we plan to do in response to your complaint and how we came to our decision. We will send this to you within 8 weeks of our receiving the complaint.
Should you have any questions regarding the content of our final response please contact us in the first instance on 0333 32 32 230 with your order reference number to hand. Once we have issued our final response, we will inform you if you have the right to refer your complaint to the Financial Ombudsman Service, if you remain dissatisfied.
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
