Raising a complaint with Cofunds
To raise a complaint to Cofunds, call 0845 604 4001 or write a formal complaint to one of the following:Complaints Department
PO Box 1103
Or by email: firstname.lastname@example.org
If you lodge a complaint with Cofunds, they are committed to:
- Resolving your complaint as quickly and effectively as possible.
- Carry out a thorough, independent and impartial investigation.
- Treat you fairly.
They are committed to acknowledge your complaint in writing within 5 business days of receipt, unless the matter can be resolved within this time, in which case they’ll write to you with the results of their investigation within 5 business days.
If they are unable to resolve the complaint within 4 weeks of receipt, they will send you a written response after 4 weeks explaining why there has been a delay.
In the rare case that Cofunds cannot resolve the complaint within 8 weeks, they will then write to you to explaining the situation and the options available to you.
Once a thorough investigation is complete, they will write to you with their final response explaining the reasons for the outcome. If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) who will undertake an independent and impartial review. They will consider your complaint within 6 months of you receiving your final response letter from Cofunds.
For more information on Cofunds Customer Complaints please see their website here.