Complaints Policy

Effective from 21st May 2018

Your financial success and happiness are our most important objectives, therefore we try to do whatever we can to make sure you can save, invest, and control your spending with Plum without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. We take all complaints seriously, and will ensure you are treated fairly and your complaint is dealt with as soon as possible.

Making a complaint

If you feel dissatisfied with any aspect of our service, then in the first instance please contact Plum at help@withplum.com or send a letter to the following address:

Plum Fintech LTD
Floor 2
2-7 Clerkenwell Green
London, EC1R 0DE

What we will do

We will acknowledge the complaint in writing promptly, give details in our acknowledgement letter of the Financial Ombudsman Service, make contact to seek clarification on any points where necessary and fully investigate your complaint while keeping you informed of our progress. We will discuss our findings and proposed response with you and then we will try to resolve your complaint within 15 business days. You will receive contact from us advising on progress if we cannot provide a final response within the set timeframe. We will let you have our final response as soon as possible and not later than 35 business days after submitting your complaint.

The Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction, and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR
complaint.info@financial-ombudsman.org.uk

Telephone Numbers:
0207 964 1000 (switchboard)
+4420 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
300 4567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
www.financial-ombudsman.org.uk