Complaints

We aim to provide a simple, fair and reliable service. If you're unhappy with anything we've done, we want to hear about it so we can put things right and improve.

What you can complain about

You can make a complaint if you believe:

• Information on our website is incorrect, misleading or out of date
• Your organisation has been listed incorrectly
• There is a technical problem with the website
• You are unhappy with how we have handled your personal data
• You are unhappy with the way we have treated you or handled your enquiry

What Comuno cannot investigate

Comuno is not a lender and does not provide financial advice. This means we cannot investigate or resolve complaints about:

• A lender's decision to approve or decline your application
• Interest rates, fees, repayments or loan terms offered by a third party
• The administration of an account or agreement held with a lender
• Customer service provided by a third-party lender or credit union

If your complaint relates to a specific credit union or lender, you should contact that organisation directly.

How to make a complaint

To make a complaint, please email us at:

📧 hello@comuno.co.uk

Please include:

• Your full name
• The page or organisation you are referring to (if relevant)
• A clear description of what went wrong
• What outcome you would like us to achieve

We may contact you if we need further information to investigate your complaint.

What happens next

We will:

• Acknowledge your complaint promptly, and no later than 5 working days after receiving it
• Investigate the issue fairly and thoroughly
• Aim to resolve your complaint as quickly as possible

Where we cannot provide a final response sooner, we will issue a final response within 8 weeks of receiving your complaint. If we cannot provide a final response within 8 weeks, we will write to you to explain why and tell you when you can expect a response.

If you're still unhappy

If you have received our final response and you are not satisfied, or if 8 weeks have passed since you first complained and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service (FOS).

You must refer your complaint to the FOS within 6 months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman may not be able to consider it.