Our Complaints Handling Procedures.

The company is committed to providing a high standard of customer service and support. We take great pride in the open, honest and transparent service we offer to all our customers.

From time to time we may not get things right. When this happens, we make every possible effort to deal with the situation promptly and to our customer’s satisfaction.

You can complain to us in writing, verbally or by any other method e.g. a text.

We will endeavour to resolve all complaints within 3 working days. If it has not been possible to resolve the complaint within 3 working days we will inform you of our findings and try to resolve the issue within a further 7 days.

If we have been unable to resolve a complaint within 10 working days we will issue a final response no later than 8 weeks after receipt of the complaint with the result of our findings.

In the unlikely event we have been unable to resolve your complaint satisfactorily you can refer your complaint to our trade organisation, the Consumer Credit Association as well as the Financial Ombudsman Service. Their contact details are:

Consumer Credit Association
85b Bowen Court
St. Asaph Business Park
St. Asaph, LL17 0JE
Tel: 01244 394760
E-mail: [email protected]

Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 023 4567
E-mail: [email protected]

It is the company’s policy to make every effort to resolve a complaint at an early stage and prevent the need to escalate the matter to the Financial Ombudsman Service.