If you have a complaint about our service then you should contact us at firstname.lastname@example.org or by calling 0208-532-5022 and requesting to speak to our customer service team. .
We will acknowledge your complaint promptly and send a notification letter or email within five working days, and review it in line with the Financial Conduct Authority’s Dispute Resolution rules. We are committed to provide the best possible outcome however, should you feel dissatisfied with our final response you can refer your complaint to the Financial Ombudsman Service within 6 months of our final response to your complaint.
If we have not issued you with a final response within eight (8) weeks, you have the right to have your complaint dealt with by the Financial Ombudsman Service (“FOS”).
You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website at Exchange Tower, London, E14 9SR, or call 0800 023 4567 or email email@example.com
You may also submit your complaint for conciliation to our Trade Association, the Consumer Credit Trade Association ("CCTA") by writing to them at the Chief Executive, Consumer Credit Trade Association, Airedale House, Aire Valley Business Park, Dowley Gap Lane, Bingley, West Yorkshire, BD16 1WA.
Your right to complain to FOS is independent of your right to take your complaint to the CCTA. You are not required to approach the CCTA before FOS.
You are also able to use the European Commission's Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here https://ec.europa.eu/consumers/odr/
Further sources of information and advice that are freely available to you, include local trading standards and the Citizens Advice Bureau – www.citizensadvice.org.uk. To find your local office, look in your phonebook.