Making a complaint

Complaints

We strive to provide the best service and outcomes to our customers, but we understand some things don’t always go to plan.

If our service falls short, then please contact us as soon as possible so that we can work with you to resolve the issue.

What we need from you

When making a complaint, please ensure you provide the following:
  • Your name
  • Your address
  • Your phone number
  • Your account number
  • A description of your complaint and the impact it has had on you
  • The date the issue started (and when it finished if applicable)
  • Any accessibility, or other, issues you would like us to be aware of

 Customer Portal

Sign in to the portal to access your account
Your Account

 

  PHONE

Call us free of charge on 020 3830 2442 (9am to 5pm Monday to Friday, excluding England and Wales bank holidays).

 COMPLAINTS FORM

For more information please read our Privacy Policy

What happens next

We’ll investigate your complaint and do all that we can to resolve the issue as quickly as possible. We may also be in touch to discuss the complaint further if more information is required.

If we’re unable to resolve your complaint within 3 working days after the day we re- ceived it, we’ll send you confirmation of this and an acknowledgement letter which will outline our full complaints procedure.

In some complex cases it can take a little longer, up to 8 weeks, to send you our resolution. If a resolution has still not been agreed, we will let you know when to expect a response.

For debts covered by the Consumer Credit Act, we have additional obligation under our FCA regulated status to deal with your complaints accordingly. You have the right to take your complaint to the Financial Ombudsman Service (FOS).

FOS is a free, independent service for resolving disputes between customers and financial service institutions.

You can contact the FOS for more information at:
  • Phone: 0800 0 234 567 (free from fixed and mobile lines)
  • Web: www.financial-ombudsman.org.uk
  • Email: complaint.info@financial-ombudsman.org.uk

Complaints Data

Every 6 months we are required by the FCA to publish our customer complaints for the previous half year. The data can be used to indicate how well we are serving our customers and help us to make improvements to our service.

View our complaints data below:
Our complaints data will be shown here.
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