01
Talk to your agent
Your Agent will provide you with a copy of our complaints leaflet and can record your complaint and forward it by email to our office on your behalf.
Speak to your usual agent
Complaints and resolutions
Let’s put things right.
If something has gone wrong, tell us. We’ll listen carefully, investigate fairly and keep you informed throughout the process.
How to make a complaint
Our commitment
A clear and fair response
3 daysWe aim to resolve complaints quickly
8 weeksMaximum time for our final response
Choose what works for you
Tell us what happened
You can raise your complaint through your agent, by phone or by email.
02
Call us
Call and ask to speak to our complaints manager. You will receive a return call from someone trained to deal with your complaint.
01324 614082
03
Email us
Describe your complaint clearly and tell us what you would like to see as a resolution.
Email the complaints manager
What happens next
Our complaints procedure
We’ll work to resolve the issue as quickly as possible and explain our findings clearly.
Within 3 working days
We aim to resolve all complaints within three working days from receipt of your complaint.
If more time is needed
If it has not been possible to resolve the complaint within three working days, we will inform you of our findings and try to resolve the issue within a further seven days.
Our final response
If we have been unable to resolve a complaint within three working days, we will issue a final response no later than eight weeks after receipt of the complaint with the result of our findings.
Independent support
If you remain dissatisfied
If we have been unable to resolve your complaint satisfactorily, you can refer it to the Consumer Credit Association or the Financial Ombudsman Service.
Trade organisation
Consumer Credit Association
Consumer credit trade association.
Visit the CCA website
Independent service
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0800 023 4567