Complaints policy.
Summary of complaints handling
Our promise
At Chameleon Group, we work hard to make sure you never have cause to complain about our products or services or how we look after you.
Unfortunately, we don’t always get things right the first time around. We see our mistakes as a chance to put things right with you and as an opportunity to learn and improve for the future.
We take all complaints very seriously and our promise to you is that we will investigate and deal with your complaint promptly and fairly.
Making a complaint
If you would like to make a complaint to us, please either:
Email us at hello@chameleon-group.co.uk (any time);
Phone us on 020 8930 9642 (Monday-Friday, 9:30am – 5:30pm); or
Send us a letter (any time) to: Chameleon Group, 42 Lytton Road, New Barnet, EN5 5BY
It’s usually best to include the heading ‘Complaint’ if possible, so that it’s picked up immediately.
How we handle complaints
Once we receive your complaint, we will promptly acknowledge it so you know that we are on the case!
We have a maximum time limit of eight weeks to resolve your complaint (or 15 business days when in relation to our payment services activities), however we will work hard to investigate and assess your complaint as soon as possible.
Where we are able to resolve your complaint within 3 business days, we will write to you again, summarising the resolution and letting you know what you can do if you are unhappy with the outcome.
If we can’t investigate and assess your complaint within 3 business days, we will keep you informed of our progress.
Once we have completed our assessment and reached a decision we will send you this in our final response and will include the full reasons for our decision.