Contact Us
You can contact us using the following methods:
e-Mail:
invest@cardifpinnacle.com
Phone:
+44 (0) 844 543 1007
In writing to:
Investments Department
Cardif Pinnacle, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire, WD6 2XX.
Our Customer Service
We take great pride in the quality of service that we deliver but things can go wrong. It is important that you contact us if you are unhappy with any aspect of your experience with Cardif Pinnacle in order that we can look into it for you.
Once you have we will try to respond and resolve your concerns within 24 hours. Where that is not possible then we will write to you acknowledging your complaint. That letter will contain
- A reference number for your query
- The name of the individual Customer Relations Officer assigned your case and their contact details
- An indication of when you can next expect to hear from us
We will always ensure that you receive an explanation for our actions and that any solution we suggest is a fair one, taking account of all of the circumstances. Occasionally this will mean our investigations will take longer than we would like.
If that is the case we will
- Write to you no later than 4 weeks after your complaint is first received updating you on the current situation
- Write to you again 8 weeks after your complaint is received either with a final decision or;
- Explain why we are not in a position to supply you with a final decision, together with an estimation of when a final decision will be sent, and details of how you could escalate the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS) are an independent organisation that can consider your complaint if you are unhappy with our final response. Once you receive our final decision letter or the letter advising you that you can approach FOS you can contact them at
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone 0800 0 234 567 (free if calling from a fixed line) or 0300 123 9 123 (free for mobile phone users paying a monthly charge for calls to 01 or 02 numbers).
A leaflet setting out full details of the Financial Ombudsman Service will be provided to you at the appropriate time.
Contacting Us
We want our customers to be happy with our policies and will welcome any feedback you have. To ensure everybody can contact us in the way that they feel most comfortable you can raise your complaint in the following ways
In writing to:
Investments Department Cardif Pinnacle
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX
Phone:
+44 (0) 844 543 1007
e-Mail:
invest@cardifpinnacle.com
Whatever way you decide to contact us, we would ask that you have a policy number available in order that we can locate your details as quickly as possible.
When writing could you also please ensure you include a description of your concerns, copies of any relevant documents and tell us what you feel is needed to put things right. If you would like one of our Customer Relations team to call you please mention this in your letter/e-mail.
The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.
Our Complaints Publication Report can be accessed here.
