We're sorry to hear that you're unhappy with our service. We take all complaints very seriously and are committed to resolving them fairly and promptly.
Our goal is to provide the best possible service, but we understand that sometimes things go wrong. If they do, we want to know so we can investigate and put things right. This guide explains our formal complaints procedure, which is in line with the requirements set by our regulator, the Financial Conduct Authority (FCA).
Step 1: Let Us Know What's Wrong
The first step is to contact us with the details of your complaint. To help us investigate and resolve it as quickly as possible, please provide:
Your full name and the email address associated with your Updraft account.
A clear description of your complaint and what has gone wrong.
When it happened.
How you would like us to put things right.
The best way to submit a formal complaint is by emailing our dedicated team at: complaints@updraft.com or by sending us a message in our in-app chat.
Alternatively, you can write to us at our registered address.
Step 2: Our Investigation
Once we receive your complaint, we will:
Acknowledge your complaint promptly, typically within five working days, so you know we've received it.
Assign your complaint to a dedicated member of our team who will conduct a thorough and impartial investigation.
Keep you informed. We may need to contact you if we require further information.
Step 3: Our Final Response
We aim to resolve all complaints as quickly as possible, and most are concluded well within eight weeks.
However, in line with FCA rules, we will always write to you within eight weeks of receiving your complaint to provide either:
Our Final Response, which explains the outcome of our investigation and any action we’re taking, or
An update, explaining why we’re not yet able to give a final response and when you can expect one.
Our Final Response will be a formal letter that clearly explains:
A summary of your complaint.
The outcome of our investigation.
Our final decision and the reasons for it.
Details of any offer of redress or remedial action, if applicable.
Step 4: If You're Not Satisfied with the Outcome
If you are not satisfied with our Final Response, or if we have not provided one within the 8-week timeframe, you have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free, independent, and impartial service that settles disputes between customers and financial services businesses.
You must refer your complaint to them within six months of the date on our Final Response letter.
Financial Ombudsman Service Contact Details:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
We hope that we can resolve your concerns directly, and we appreciate you giving us the opportunity to do so.