Complaints Procedure
Complaints Procedure
We endeavour to provide you with excellent customer service; however, we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision of your Equifax credit score/information within the Bits App, you can make a complaint through any of the below channels:
Email: hello@getbits.app
Post: Camden Gateway, 349 Royal College Street, London, Camden, NW1 9QS
What to expect from us:
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.
Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within five business days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.
We endeavour to issue you with a written final response within eight weeks.
What options do you have should you be dissatisfied with our final response?
- Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain online
It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk.
We apologise for any inconveniences caused.
Complaints Procedure
Complaints Procedure
We endeavour to provide you with excellent customer service; however, we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision of your Equifax credit score/information within the Bits App, you can make a complaint through any of the below channels:
Email: hello@getbits.app
Post: Camden Gateway, 349 Royal College Street, London, Camden, NW1 9QS
What to expect from us:
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.
Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within five business days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.
We endeavour to issue you with a written final response within eight weeks.
What options do you have should you be dissatisfied with our final response?
- Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain online
It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk.
We apologise for any inconveniences caused.
Complaints Procedure
Complaints Procedure
We endeavour to provide you with excellent customer service; however, we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision of your Equifax credit score/information within the Bits App, you can make a complaint through any of the below channels:
Email: hello@getbits.app
Post: Camden Gateway, 349 Royal College Street, London, Camden, NW1 9QS
What to expect from us:
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.
Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within five business days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.
We endeavour to issue you with a written final response within eight weeks.
What options do you have should you be dissatisfied with our final response?
- Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain online
It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk.
We apologise for any inconveniences caused.
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COMPANY
CREDIT Card
LEGAL (SIMPLIFIED)
Fea Card Limited
© Fea Card Limited, 2018 - 2024
Camden Gateway, 349 Royal College Street
London, England, NW1 9QS
hello@getbits.app
0207 438 2090
Phone Support: 9am - 6pm, Monday-Friday
Languages Supported: English, Georgian, Hindi, Portuguese, Russian, Spanish, Sindhi, Tagalog, Telugu, Ukrainian
Bits is the trading name of Fea Card Limited, company number 11620703, which is authorised and regulated by the Financial Conduct Authority (FRN:946683) to provide credit information services, credit broking services and lending. Bits is also a member of CIFAS (the UK's leading fraud prevention service) and registered with the Information Commissioner's Office with registration number ZA507202.
Please note that some of the regulatory permissions we have carry limitations, which are stated on the FCA website. Furthermore, you should be aware that we also offer some services which are not regulated, as they are structured under exemptions in the Regulated Activities Order. To understand which of our services are regulated and which ones aren't, please look at the Regulatory Status page on our website. Our core services, which are the Bits Subscription, Bits Credit Card and Bits Store Card are not regulated, and this means you will not, as a consumer, have protections that typically come with a regulated product.
In addition to the above, Fea Card Limited is also an agent of Plaid Financial Ltd., an authorised payment institution regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Firm Reference Number: 804718). Plaid provides you with regulated account information services through Fea Card Limited as its agent. Specifically, this permission is used for our rent reporting service.
Start building credit today
Get the app
COMPANY
CREDIT Card
LEGAL (SIMPLIFIED)
Fea Card Limited
© Fea Card Limited, 2018 - 2024
Camden Gateway, 349 Royal College Street
London, England, NW1 9QS
hello@getbits.app
0207 438 2090
Phone Support: 9am - 6pm, Monday-Friday
Languages Supported: English, Georgian, Hindi, Portuguese, Russian, Spanish, Sindhi, Tagalog, Telugu, Ukrainian
Bits is the trading name of Fea Card Limited, company number 11620703, which is authorised and regulated by the Financial Conduct Authority (FRN:946683) to provide credit information services, credit broking services and lending. Bits is also a member of CIFAS (the UK's leading fraud prevention service) and registered with the Information Commissioner's Office with registration number ZA507202.
Please note that some of the regulatory permissions we have carry limitations, which are stated on the FCA website. Furthermore, you should be aware that we also offer some services which are not regulated, as they are structured under exemptions in the Regulated Activities Order. To understand which of our services are regulated and which ones aren't, please look at the Regulatory Status page on our website. Our core services, which are the Bits Subscription, Bits Credit Card and Bits Store Card are not regulated, and this means you will not, as a consumer, have protections that typically come with a regulated product.
In addition to the above, Fea Card Limited is also an agent of Plaid Financial Ltd., an authorised payment institution regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Firm Reference Number: 804718). Plaid provides you with regulated account information services through Fea Card Limited as its agent. Specifically, this permission is used for our rent reporting service.
Start building credit today
Get the app
COMPANY
CREDIT Card
LEGAL (SIMPLIFIED)
Fea Card Limited
© Fea Card Limited, 2018 - 2024
Camden Gateway, 349 Royal College Street
London, England, NW1 9QS
hello@getbits.app
0207 438 2090
Phone Support: 8am - 8pm, Monday-Friday & 9am - 5pm, Weekends
Languages Supported: English, Georgian, Hindi, Portuguese, Russian, Spanish, Sindhi, Tagalog, Telugu, Ukrainian
Bits is the trading name of Fea Card Limited, company number 11620703, which is authorised and regulated by the Financial Conduct Authority (FRN:946683) to provide credit information services, credit broking services and lending. Bits is also a member of CIFAS (the UK's leading fraud prevention service) and registered with the Information Commissioner's Office with registration number ZA507202.
Please note that some of the regulatory permissions we have carry limitations, which are stated on the FCA website. Furthermore, you should be aware that we also offer some services which are not regulated, as they are structured under exemptions in the Regulated Activities Order. To understand which of our services are regulated and which ones aren't, please look at the Regulatory Status page on our website. Our core services, which are the Bits Subscription, Bits Credit Card and Bits Store Card are not regulated, and this means you will not, as a consumer, have protections that typically come with a regulated product.
In addition to the above, Fea Card Limited is also an agent of Plaid Financial Ltd., an authorised payment institution regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Firm Reference Number: 804718). Plaid provides you with regulated account information services through Fea Card Limited as its agent. Specifically, this permission is used for our rent reporting service.
Fea Card Limited
© Fea Card Limited, 2018 - 2024
Camden Gateway, 349 Royal College Street
London, England, NW1 9QS
hello@getbits.app
0207 438 2090
Phone Support: 9am - 6pm, Monday-Friday
Languages Supported: English, Georgian, Hindi, Portuguese, Russian, Spanish, Sindhi, Tagalog, Telugu, Ukrainian
Bits is the trading name of Fea Card Limited, company number 11620703, which is authorised and regulated by the Financial Conduct Authority (FRN:946683) to provide credit information services, credit broking services and lending. Bits is also a member of CIFAS (the UK's leading fraud prevention service) and registered with the Information Commissioner's Office with registration number ZA507202.
Please note that some of the regulatory permissions we have carry limitations, which are stated on the FCA website. Furthermore, you should be aware that we also offer some services which are not regulated, as they are structured under exemptions in the Regulated Activities Order. To understand which of our services are regulated and which ones aren't, please look at the Regulatory Status page on our website. Our core services, which are the Bits Subscription, Bits Credit Card and Bits Store Card are not regulated, and this means you will not, as a consumer, have protections that typically come with a regulated product.
In addition to the above, Fea Card Limited is also an agent of Plaid Financial Ltd., an authorised payment institution regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Firm Reference Number: 804718). Plaid provides you with regulated account information services through Fea Card Limited as its agent. Specifically, this permission is used for our rent reporting service.