Complaints

Our complaints procedure

• Where possible, we’ll attempt to resolve your complaint within three working days. If we’re able to do this we’ll send you a letter to confirm that your complaint has been resolved along with your rights to refer the matter to the Financial Ombudsman Service should you remain dissatisfied.
• If we’re unable to resolve your complaint within three working days, we’ll write to you promptly to let you know that we’ve received your complaint and let you know when you can expect a full response.
• We’ll attempt to conclude our investigation and write to you with our full response as quickly as possible. Depending on the nature of your complaint, we may not be able to resolve it as quickly as we’d like to; if this is the case, we’ll keep you updated on our progress.
• We’ll issue a full response to your complaint within 8 weeks from the date we received your complaint. The response will either:
  • Accept the complaint and, where appropriate, offer redress or remedial action; or
  • Offer redress or remedial action without accepting the complaint; or
  • Reject the complaint and give reasons for doing so.

• If we’re unable to provide our full response at this stage, we’ll write to you to explain why and to inform you of when we expect to be able to do so.

• You have the right to refer your complaint to the Financial Ombudsman Service free of charge, within 6 months of receiving our final response if you’re dissatisfied with the outcome, or if we’ve not issued a final response within 8 weeks of you raising a complaint. Contact details for the Financial Ombudsman Service can be found below:
  
  Financial Ombudsman Service
  Exchange Tower
  London
  E14 9SR
  Telephone: 0800 023 4546
  
  www.financial-ombudsman.org.uk
• Please note that the Ombudsman might not be able to consider your complaint if:
  • what you're complaining about happened more than six years ago, and you're complaining more than three years after you realised (or should have realised) that there was a problem.
  • If you do not refer your complaint to the Ombudsman within six months of the date of the final response letter.
• If the above criteria is not met, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The very limited circumstances referred to include, where the Ombudsman believes that the delay was as a result of exceptional circumstances.
• Whilst your complaint is investigated, we’ll be placing your account on hold until we’ve issued our final response; this means you will receive no collections contact from us during this time, nor will you incur any late payment charges while we investigate. Throughout this period, we recommend you maintain your monthly instalments.