Make a Complaint
We aim to provide a high standard of service to all of our customers. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied.
If you are unhappy with any aspect of our service, we would like to know.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
- Your comments are important to us; they help us to make changes that will ensure we meet your expectations now and in the future
- For more information on our complaints process please download our Complaints Brochure (613kb pdf format)
How we will handle your complaint
We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The person you contact initially will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to resolve your grievance.
Sometimes we will not be able to solve the problem for you straightaway. In such a case we will send an acknowledgement of your complaint in writing within five working days. If your complaint is particularly complex, it may take longer to resolve in which case you will receive a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.
If you are still not satisfied
If, for whatever reason, you are not satisfied with the outcome of your complaint you should get in touch directly with the person or department that has handled the matter so far. They will then agree the next steps with you. If you are still not satisfied you may refer your complaint to our Managing Director who will investigate and respond to you within 21 days.
If your complaint relates to a finance agreement regulated by the CCA, you may have a right of referral to the Financial Ombudsman Service. If this is the case, you will also receive a leaflet explaining your rights. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
