Complaint Procedure

What is a complaint?

If you are dissatisfied with any aspect of our enforcement actions, for whatever reason, this is a complaint and will be dealt with under this procedure.

How do I make a complaint?

You may make a complaint by contacting our Complaints Department by completing the online form or by email at complaints@cobrafinancial.co.uk
To help us understand what you are complaining about and how we can help moving forward, we need to know the following:

• The main reason for your complaint
• If the complaint is about a member of staff, confirm the name of the person you are complaining about, and what you believe they have done wrong
• What you would like us to do as a company to help resolve your complaint

Please be aware complaints can only be considered within 12 months of the date on which Cobra was instructed.

What response should I expect to receive from my complaint?

• An acknowledgment confirming your complaint has been received and the matter is now being investigated (within three working days).
• If more information is required, you authorize us to contact you via phone or email. If you do not provide the necessary information, we will resolve the complaint based on the available details.

When can you expect a reply?

We aim to complete our investigation within 30 days from the complaint acknowledgment. If we are unable to do so, we will contact you to advise that our investigations are continuing, the reason for the delay, and when you can expect further contact.

Our Response

Once our investigation is complete, we will contact you with the details and conclusion of your complaint.

What do I need to do next?

If you do not contact us within 7 days of our response, we will assume you are satisfied with the outcome of the complaint, and we will not contact you again regarding the complaint. Any offer of redress or proposals will be automatically withdrawn.

If you do not accept our response and wish to take the matter further, you can appeal the decision by advising us and providing reasons for your dissatisfaction along with any supporting evidence. The case will then progress to the appeals stage.

Appeal Stage

You have 7 days from our response date in which to appeal. Your case will be reconsidered by a senior manager who was not previously involved in the case. Following the review, you will receive a final response within 7 days of receiving your appeal.