How to Complain
To tell us about a problem, you can contact the relevant team via email or phone. You can find all contact details here. Or if you’d prefer to send a letter, our correspondence address is: Tandem, PO Box 10461, Wigston, LE18 9FH.
Please be careful regarding what information you provide in any written correspondence, for example, do not send any personal or sensitive information, particularly passwords.
On receipt of your complaint, we will contact you either to attempt to resolve matters (if we are able to) or to acknowledge your complaint.
Investigating your complaint
Where your complaint relates to the provision of Payment Services or Electric Money, we will endeavor to complete our investigation and provide you with a final response within 15 business days of receipt of your original complaint.
If it’s not possible, we will send you a holding letter advising you of the reasons for the delay and confirming that the formal response will be issued within the following 20 business days (i.e. a total of 35 business days from the receipt of your original complaint).
For complaints relating to other types of products and services, we will endeavor to conclude our investigation and issue our final response in an appropriate and timely manner and no later than 8 weeks from the date of receipt of your original complaint. In the unlikely event that this is not possible, we will write to you explaining why there has been a delay and what your options are.
The Financial Ombudsman Service
We will work hard to resolve all complaints, however, if after receipt of our final response (or, if later, eight weeks from the time you first contacted us about your complaint) you still consider the matter unresolved, you have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service offers free and independent advice. They will look into most financial services complaints: the full details of their services can be obtained from their website.
If you want the Financial Ombudsman Service to look into your complaint, you must contact them within 6 months of the date of our Final response letter.
The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 1239 123
e-mail: complaint.info@financial-ombudsman.org.uk, or by visiting their website: www.financial-ombudsman.org.uk
