We promise that we’ll always treat complaints both fairly and reasonably, and we’ll always act promptly to resolve any issues that arise
The easiest way to raise an issue is simply to give us a call:
0330 808 4740
Canopy, Berners House, 47-48 Berners Street, London, W1T 3NF
When contacting us with an issue please ensure that you are ready to provide the following:
Canopy will strive to resolve customer complaints as quickly as possible. We will acknowledge your complaint within 3 working days and aim to have your complaint resolved by the third business day. However, if it requires a more in-depth investigation, then we will aim to resolve your complaint within four weeks. If, for whatever reason this is not possible, we will contact you with an explanation and an updated timeframe.
If you’re unhappy with our decision, or if we don’t complete our investigation within eight weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. The FOS will inform you directly of its decision. Referral to the FOS won’t prejudice your right to take subsequent legal proceedings.
Their address is:
The Financial Ombudsman Service
London E14 9SR
Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
From abroad please call on +44 20 7964 0500.
Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm