Complaint Procedure

We’re sorry that we haven’t met your expectations and that you’re unhappy with some aspect of our service.

By making a complaint you’re giving us the opportunity to investigate, and to improve our service for you and other customers.


FINANCE and INSURANCE COMPLAINTS:
We value all our customers and aim to provide a first-class service at all times, including in complaints handling. Our complaints handling process for finance and insurance complaints which are products regulated by the Financial Conduct Authority (UK) is detailed below.

All complaints received are treated with confidentiality and in accordance within the requirement of data protection legislation.

We will always strive to investigate and resolve your complaint promptly and fairly and as a minimum, we will ensure that we:

  • Acknowledge your complaint in writing within 5 working days of receipt.
  • Investigate your complaint fully and impartially obtaining all information as necessary.
  • Within 4 weeks we will write to you with either an interim or final response confirming either the progress of our investigation detailing the reasons for delay, or a response which confirms.
  • Our final response to you will set out our final view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint. In both circumstances, we shall provide a full explanation of how we have reached a decision.


If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to:

UK: The Financial Ombudsman Service (FOS)
Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

E-mail: complaint.info@financial-ombudsman.org.uk

For more information please visit www.financial-ombudsman.org.uk



Goods or Services Complaints:
National Conciliation Service
If your complaint is not about a financial or insurance product or service, and you are unhappy with how we have resolved your complaint, you may refer your complaint to the National Conciliation Service (NCS). This is a free dispute resolution service. To contact the NCS, please use the following contact details:

The National Conciliation Service,
2-3 Allerton Road, Rugby, CV23 0PA
Website: https://www.nationalconciliationservice.co.uk/
Email: 
Telephone: 01788 538 318

The Motor Ombudsman
Alternatively, we confirm that we are also a member of The Motor Ombudsman (TMO), which is another free alternative dispute resolution service.  To contact TMO, please use the following contact details:

The Motor Ombudsman,
71 Great Peter Street, London, SW1P 2BN United Kingdom
Website: https://www.themotorombudsman.org/
Telephone: 0345 241 3008
Website by Lateral Line Creative Services Ltd