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We will endeavor to resolve all complaints by the end of the working day.
If 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.

•    We will endeavour to resolve all complaints by the end of the third working day following the complaint – generally, if you telephone with a complaint, we will try to resolve it on the same call, when we will check that you are happy with the resolution by writing to you
•    If we are unable to resolve your complaint by the end of the third working day, we will write to you within 5 days of your complaint, acknowledging its receipt
•    We have 56 days from the date of receipt of the complaint to investigate the complaint and respond to you. We will however endeavour to resolve your complaint well within this time
•    We will investigate your complaint and write to you with a Final Response* within 28 days of the date of the complaint
•    If we are unable to do this we will write to you with an update
•    We will then write to you with a Final Response within 56 days of the date of the complaint
•    If we are unable to do this we will write to you with an update, and at this point you can take the complaint to the Financial Ombudsman Service if you are dissatisfied with our response

* 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 you do not want to complain to the FOS, and wish to complain online, you can do so via the Online Dispute Resolution Platform - http://ec.europa.eu/consumers/odr/