YOUR COMPLAINT

 

We aim to resolve complaints internally, fairly and at the earliest possible stage. We are a member of the Consumer Credit Trade Association and are bound by their Code of Practice. In the event that you are unhappy with our initial response you may make use of the CCTA Conciliation Service. Their contact details are as follows:

 

Contact Name:- Steve Harris

Address:- 50-54 St Paul’s Square, Birmingham B3 1QS.

Telephone no:- 0121 236 4550

 

HOW WE RESPOND TO COMPLAINTS

We will aim to resolve your complaint by the end of the next business day following receipt of your complaint. If this is not possible, we will send an acknowledgement letter to you within five business days of receiving your complaint and advise you when you can expect a full response. We will include in our letter the name and contact details of the individual dealing with your concerns who will be a person of complaint handling experience, knowledge and authority. You may contact this person at any time during business hours if you wish to add anything further or you simply wish to enquire on the progress made.

FOLLOW UP RESPONSE

We will then aim to send you a full response within four weeks of receiving your complaint. Sometimes this is not possible and if this is the case, we will update you on the progress made by sending you a holding response within four weeks of receiving your complaint which will explain why, at the at time, we are unable to resolve your complaint and when we expect to make contact with you again. This will always be within eight weeks of receipt of your complaint. In the unlikely event that we are unable to reach a mutual resolution with you or we are unable to resolve your complaint by the end of eight weeks following receipt of your complaint, we will send you a ‘Final Response’ letter, which will explain our final position or, a letter giving reasons for the delay and an indication of when we expect to issue a ‘Final Response’. We will also supply details of your right to refer your complaint to the Financial Ombudsman Service, and include their explanatory leaflet, ‘Your complaint and the Ombudsman’.

YOUR RIGHT TO REFER YOUR COMPLAINT TO THE FINANCIAL OMBUDSMAN SERVICE

If you remain unhappy after receiving our ‘Final Response’ letter or, if after eight weeks have passed since you first complained to us and you are dissatisfied with the delay in dealing with your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, the independent service for settling disputes between businesses providing financial services and their customers. If you choose to refer your complaint to the Financial Ombudsman Service you must do so within six months of the issue date of our ‘Final Response’ letter.

CONTACT DETAILS OF THE FINANCIAL OMBUDSMAN SERVICE

Address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR

Tel: 0845 080 1800

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk