We aim to provide a very high standard of service to every client. We want to ensure all complaints are resolved as quickly as possible to everyone’s satisfaction.
Below you will find how complaints are dealt with and what to do if you feel we have not resolved things to your satisfaction.
What to do if you have a complaint
If you have a complaint about any aspect of our service, we would like to hear from you.
To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time.
Our contact details are as follows:
Tel: 01924 248 800
Fax: 01924 248 801
To assist us in resolving your problem, please provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your finance agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
What we will do if we receive a complaint from you
We will try to resolve your complaint immediately. However, sometimes this may not be possible. We will keep you informed of the progress of our investigations. We will send you an acknowledgement within five business days from us receiving your complaint.
We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Conduct Authority requires that this final response must be sent within eight weeks of receiving the complaint.
What to do if you are not happy with our decision
Financial Ombudsman Service
If you have a regulated consumer credit or hire agreement with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response.
When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800 023 4567
If you have any questions relating to our complaints handling procedure, please contact us on 01924 248 800.