MyChargeBack Complaints Policy

MyChargeBack takes any and all complaints with the utmost seriousness as we strive for the best possible customer service.  Our company’s complaints procedure allows us to manage complaints in a fair and prompt manner.

If you believe we have not fulfilled our obligations to you, please contact us in order to attempt to resolve any issue. Complaints are best to be sent by email to: [email protected]. As an alternative, complaints may be sent to the following postal address:

Quandrance Finance Ltd
Attn: Fund Recovery/Complaints
Chenies House
21 Bedford Square
London WC1B 3HH

We will investigate the complaint and issue an initial written confirmation of receipt within five working days. Afterwards, the company will aim to resolve all complaints within four weeks and issue of a ‘final response letter’ to the customer.  If the company is unable to issue a ‘final response letter’ within this period of time, the customer will receive a ‘holding letter’ citing the reason for the delay. If, after eight weeks, the complaint has not been dealt with in a satisfactory manner, individuals may independently have their complaint reviewed by the UK Financial Ombudsman. The UK Financial Ombudsman Service has the ability to investigate complaints up to six years from the occurrence of the problem and three years from when one became knowledgeable about the problem. If an individual seeks to refer a complaint to the Financial Ombudsman Service, it must be done within a six month time period from receipt of our ‘final response letter’.  The Ombudsman may review the complaint and assist by advising on further action necessary in the handling of the complaint.

More information about the UK Financial Ombudsman and their contact details are found below.