Complaints

Last Reviewed February 10, 2023

Complaints Policy

At Cobain Digital Limited, providing an exceptional customer experience is our top priority. If you would like to express your dissatisfaction with any of our services, please follow our complaints procedure below. If you have a complaint about your lender, please get in touch with that lender directly.

How to file a complaint

Please provide a detailed description of your complaint along with your contact information to our Compliance department at: [email protected] 

You may also direct your complaint to us by post or by telephone:

Cobain Digital Ltd

c/o Compliance Department

Highfields
Yeldham Road,
Stambourne,
Essex
CO9 4ND

Response time

Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day.

If we’re unable to do this, we will send you a prompt written acknowledgment of your complaint within two (2) working days and advise you who is handling it. In addition, we will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. We will send our final response as soon as possible, but in any case, within a maximum of eight weeks of receiving your complaint. We regret that not all complaints can be resolved to the satisfaction of the customer.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS concerning the correct party. We are a brokerage service and not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Don't hesitate to contact us if you have a question about the identity of your lender.

• You can complete a complaint form via the Financial Ombudsman Website: https://help.financial-ombudsman.org.uk/help

• Email: [email protected]

• Telephone: 08000234567(calls to this number are now free on mobile phones and landlines) 03001239123(calls to this number cost no more than calls to 01 and 02 numbers).

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

0800 111 6768 (freephone) or 0300 500 8082.