We want to make it easy for you to tell us about your complaint, resolve your complaint without delay and make sure you are satisfied with how your complaint was resolved.
This page explains what you need to do if you have a complaint, how quickly we will aim to deal with it and who to contact if you are not completely satisfied with our response. Below you will find details on how and where to complain.
In writing - This is our preferred method of communication. Address your letter for the attention of the Complaints Department at one of the following addresses. We recommend that you use Recorded Delivery Post wherever possible.
By telephone
By facsimile
By email - Please note that email is not a secure form of communication and messages can be intercepted. We will respond by letter or telephone unless you specifically request us to respond by e-mail.
How long will it take?
If we are able to resolve your complaint over the telephone we will aim to do so within one business day of receiving it. We will then write to you to confirm the outcome.
On receipt of your complaint we will arrange for the right person to look into it and respond accordingly.
If it is not possible to resolve your complaint within the above timeline then a written acknowledgment will be issued to you within 5 business days of receipt of your complaint. We will ensure that we keep you reasonably informed of our progress in writing at regular intervals, giving extended timescales for resolution where necessary.
If your complaint is still outstanding 8 weeks from receipt of the original notification by you we will issue you with a final response letter or a response which will explain that we are not in a position to bring the complaint to a satisfactory conclusion at this time, and advise you of when we expect to be able to do so.
What if I am still not happy with the outcome?
Our aim is to resolve your complaint as quickly as possible by staff that have the right level of knowledge, experience and authority. In the unlikely event that we are unable to reach a satisfactory conclusion to the complaint or you are unhappy with our final response, you can contact:
The Credit Services Association Wingrove House
2nd Floor East
Ponteland Road
Newcastle Upon Tyne
NE5 3AJ
The CSA only accepts complaints in writing. You must complete (and send to the above address) the CSA Complaint Form which can be found at:
http://www.csa-uk.com/csa/pdf-uploads/Complaints-Form-New.pdf
If your complaint is a Consumer Credit Act complaint and we have sent you a final response letter, you have the right to refer your complaint to the Financial Ombudsman Service (“FOS”). FOS may conduct an independent investigation on your behalf.
Please note that calls may be recorded for training and monitoring purposes.