At Hedgehog, our goal is to provide you with the best possible customer service. However, there may be times where you wish to complain. Any complaints submitted to us will be taken seriously and we will try to resolve it as quickly as possible.
If you have a complaint about our service, you can send us your complaint by:
When we receive your complaint, we will acknowledge receipt and, where required, we will commence an investigation. The FCA requires us to respond within eight weeks but we will do our best to respond before this. If you are unhappy with our response, or we have not sent you a final response within eight weeks of your original complaint, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months to do this from the date our final response is issued, or date of your original complaint if you have not received a response from us.
The Financial Ombudsman Service is an independent service, established by the UK Parliament, for settling disputes between UK-based financial companies and their customers. Hedgehog is bound by any determination made by this service, which is provided free of charge. You can contact the Financial Ombudsman Service directly as follows:
Financial Ombudsman Service