Whatever it is you want to tell us about, we'll make the complaints process simple and easy for you to talk to us.
If you're not completely happy with our service or products, we'd like to hear about it so we can start to sort things out. We do everything we can to make sure our customers get the best possible service, but sometimes, we don't get it right first time. We encourage you to tell us about your complaint so that we can:
We are committed to resolving your complaint fairly and quickly. In most cases, if you contact us with your concerns as soon as you have them, we can agree a solution with you.
It's our aim to resolve all complaints internally. But if you're not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer it to the Financial Ombudsman Service. In order for them to look into your complaint, you must contact them within six months of the date of any final response we've issued.
Complaints relating to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance 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.
The Financial Ombudsman Service offers a free independent service and can help with most financial complaints, but there are some limitations. Contact them directly for further information.
0800 023 4567
0300 1239 123
Lines are open:
The Financial Ombudsman Service
If a customer feels that a member firm has not complied with the Business Finance Code, they can contact the FLA and take advantage of the complaints service that it operates.
Guidance on how to make a complaint to the FLA can be found on the FLA website.
Business Finance Code Enquiries
Finance & Leasing Association
8 Kean Street
London WC2B 4AS
Fax: 020 7420 9600