We pride ourselves in giving our customers and aim to satisfy and provide a great service. We take any complaints very seriously and making our complaints procedure crystal clear from the start is part of the values we hold close to the heart of our business.
If you have a complaint then we do advise to bring that complaint to our attention as son as possible in order for us to fully investigate the issue and to resolve the matter to your satisfaction. We have a fair complaints procedure that we hope sets out what you need to do and what we will do to help resolve it. Your complaint can be brought to our attention via phone, letter, fax, or email and rest assured that out procedures for handling complaints meets the regulations set out by the Consumer Credit CT 1974 as well as the Financial Services and Markets Act 2000. We will fully investigate the issue that you have raised in a full, independent and unbiased investigation.
We aim to respond and resolve any complaint within 24 hours of being made aware. If we are not able to resolve the issue with you within this time frame then we will send you a formal letter that acknowledges your complaint and lets you now that the matter has been discussed with one of our management team and is being investigated for you.
You will hear from us within a set time period of 8 weeks once we have fully investigated the issue and a letter will be sent out to you detailing the issued raised, our investigation and the outcome of this. If for whatever reason we cannot adhere to the 8 weeks then we will write to you again and detail exactly where we are in the investigation and what to expect next. However if you are unhappy in any way then you can also contact the Financial Ombudsman who offer a free service to fully investigate and resolve complaints if we are unable to do so. We can provide all the details you need for you to do this. If this is what you would like to do then you will need to contact the Financial Ombudsman witan 6 months from the date that you received our final response.
The Financial Ombudsman is a scheme for personal customers and businesses within a annual turnover less then £1 Million, charities and trusts are included within this scope.
The Financial Ombudsman can be contacted:
The Financial Ombudsman service, Exchange Tower, London, E14 9SR, Tel: 0300 123 9123 Website: www.financial-ombudsman.org.uk
Our partner company UKCredit is a member of the Finance Leasing Association (FLA) Arbitration service who you may also approach if you feel that they have breached the FLA Lending code.