If you have received a letter from us or wish to discuss your account, please check your most recent correspondence for the contact details of the company that is managing your account on our behalf. They will be happy to help you.
We will deal with your complaint in an efficient manner, in accordance with the Financial Conduct Authority’s procedures and guidelines. To enable us to deal with your complaint promptly, we request you contact:
Please set out the facts of your complaint in the order of events including the date and time the problem arose. Please ensure where possible you enclose copies of any relevant correspondence and other evidence.
If your complaint cannot be resolved by the close of three business days following its receipt, we will send you a written acknowledgement of your complaint within five working days of receipt and a full investigation will follow.
We will provide a copy of this document on request and when acknowledging a complaint.
Your complaint will be investigated diligently and will be assessed competently and impartially. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.
If we have reasonable grounds to be satisfied that another organisation may be solely or jointly responsible for the issues raised, we will forward the complaint, or the relevant part of it, to that organisation. We will write to you to confirm our actions and provide contact details of the organisation concerned.
From receipt of your complaint we will meet the following timeframe:
If we are unable to provide you with a final response within this time, we will send you an update and explain why we have been unable to respond fully.
If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you receive you can contact the Financial Ombudsman Service. Their contact details are:
The Financial Ombudsman only has jurisdiction in respect of Eligible Complaints as defined by the Financial Conduct Authority rules and we can not guarantee that you are an Eligible Complainant. In any event, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter. An explanatory leaflet will also be provided which provides further information about the Financial Ombudsman Service.
If you are not considered an eligible complainant and remain dissatisfied with our final response, you can contact the Credit Services Association: