How do I complain?
We are committed to treating you fairly, if you're not satisfied with any aspect of our service,
please send your complaint in writing to the contact details at the foot of this page, or alternatively e-mail
How we will deal with your complaint
In dealing with your complaint we will:
- Give your complaint immediate attention, and in any event acknowledge receipt within five days of our Complaints Team receiving it;
- Do our very best to resolve your complaint as soon as possible, and keep you regularly updated on its progress;
- Inform you of the person who is dealing with your complaint, and ensure that they are of appropriate seniority; and
- Send you our full response within four weeks of receiving your complaint.
We will send you a final response within four weeks of receiving your complaint (Which may be extended to eight weeks if we need more time to deal with your complaint).
We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can refer your complaint to the British Cheque and Credit Association (BCCA) or the Consumer Credit Association (CCA),
which are our Trade Associations or to the Financial Ombudsman Service (FOS). You can complain to the FOS eight weeks after you first raise your complaint with us. You must complain within six months of raising the matter with us.
Contact details for these bodies are as follows :
Please note your right to complain to the FOS is entirely separate to and not affected by your right to complain to one of the Trade Associations of which we are members. You can complain to all three bodies at the same time if you so choose, or in any order you wish. Generally, however, you should complain to the FOS within six months of the matter which is the subject of your complaint being brought to your attention.
Unit 7 Acorn Business Park