We strive to put the customer at the heart of our product, so if you have a complaint, we're truly sorry to hear you’re not happy with our service. By making a complaint, you can give us an opportunity to investigate what might’ve gone wrong and make things right for you and our future customers.
You can contact us from the level of the app or you can email our complaints team directly at complaints@imaginecurve.com with the subject line 'Formal Complaint.'
To successfully resolve your complaint as quickly as possible, please provide the following:
- A description of your concern.
- What you would like us to do to put things right.
- Your name and address.
Our Complaints team will aim to respond to you within 3 working days. We’ll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response. We’ll keep you updated on the progress of your complaint by email at the address linked to your Curve account.
Our response
We’ll always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. We’ll email you our final response. We aim to deal with complaints as quickly as possible – this will usually be 15 working days, and no longer than 8 weeks. We’ll keep you updated on our progress.
What if I’m not happy with the outcome of my complaint?
We’re sorry if you’re not satisfied with the decision we've taken. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as a summary of our investigation of your complaint.
You can contact them:
- Via post at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Telephone: 0800 023 4567 or 0300 123 9123.
- Or you can visit their website for more information.