How we deal with your complaintsIf you ever find the need to complain to us, and we sincerely hope that you will not have cause to, we will endeavour to resolve your complaint in the shortest possible time and will follow the process below. Details of how to contact us are on the [Contact us] page on this website.
* The Final Response will either uphold or not uphold your complaint, and contain details of what we intend to do to resolve the issue if we have upheld it. If you are unhappy with our Final Response, you can then take your complaint to the Financial Ombudsman Service if you wish to pursue it further. The FOS’ details are: Financial Ombudsman Service Exchange Tower London E14 9SR website: www.financial-ombudsman.org.uk email: complaint.info@financial-ombudsman.org.uk phone: 0800 023 4567 or 0300 123 9123 If your complaint is about an account which is not covered by the Consumer Credit Act (such as an outstanding bill or membership), the FOS will not be able to consider your complaint. However, we are members of the Credit Services Association (CSA), and if you are unhappy with the outcome of your complaint to us then you can refer your complaint to them. Their details are:
Credit Services Association 2 Esh Plaza Sir Bobby Robson Way E14 9SR tel: 0191 217 0775
|