How we handle complaints

Our aim is always to provide an exceptionally high level of service to all individuals and organisations that we deal with. 

In the event that you feel we haven’t met this service standard, we’d like to hear from you so we can address your concern fairly and in a timely manner.

How to tell us if you have a complaint

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

Email: [email protected]

Phone: 033 3404 0695

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently, please provide the following information:

• Your full name and preferred contact details
• Full details of your complaint
• Copies of relevant paperwork
• What you expect us to do to put things right
• Any other information that you think may be relevant

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate team member.

We’ll always try to resolve your complaint immediately, but sometimes this may not be possible. 

In all cases, we’ll implement the following process.

Complaints process

1. Your case reference will be your agreement number
2. You’ll be given the name and title of the person handling your complaint
3. We’ll send you written acknowledgement within 3 working days of receiving your complaint
4. We may contact you to clarify any points where necessary
5. We’ll fully investigate your complaint internally and with third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. We’ll contact you to discuss our findings with you. We’ll also share our proposed actions in response
8. Our aim will be to send you our final written response within ten working days, but no later than eight weeks as required by the Financial Conduct Authority (FCA)

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regard to the Financial Conduct Authority’s direction to:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Eligibility

It’s our policy to treat all complainants the same. However, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints rules

The FCA rules apply to any company that provides financial services in the UK. They’re in place to make sure that financial firms listen to their customers, fix mistakes, and follow high standards of customer service.

Eligible complainants could be individuals or small businesses.

A complaint is when a customer says they have suffered (or may suffer) financial loss, material distress or material inconvenience because of a financial services firm’s provision of or failure to provide a financial service or a redress determination. 

Final response

This will clearly set out the decision and the reasons for it. If any compensation is offered, a clear method of calculation will be shown.

If dealing with an eligible complainant and a regulated activity, we’re required to include details of the Financial Ombudsman Service in the final response. We will:

• Explain that the complainant must refer the matter to the Ombudsman within six months of the date of the letter or the right to use this service is lost
• Indicate whether we consent to waive the relevant time limits.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. 

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a written Summary Resolution Communication, which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
2. Will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service. 
3. Indicates if we consent to waive the relevant time limits (where we have discretion to do so).
4. Provide the relevant addresses of the Financial Ombudsman Service.
5. Refer to the availability of further information the Financial Ombudsman Service website.

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, 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.

You can contact the financial Ombudsman by letter, phone, email or via the website. 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: [email protected]

Website: www.financial-ombudsman.org.uk