Complaints

How to Tell Us If You Have a Complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

What Information Do We Need to Address Your Complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

Refer to the availability of further information on the website of the Financial Ombudsman Service .

Closing a Complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to Do If You Are Not Happy with Our Decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.