The Steps we take to handle complaints

Our Commitment to you

Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, things can go wrong and when they do, we will attempt to put things right as quickly as possible.

This page tells you how we deal with any complaints you may have and aims to show our commitment to customer service. Full details of how we can be contacted are shown on our Website or telephone 01482 669333.

If you have a complaint

Please contact us either by telephone, post or e-mail. Your complaint will be taken seriously and we will acknowledge your complaint and make every effort to resolve the problem straight away.

If your complaint cannot be resolved right away

There may be times when we need to carry out further investigations and may not be able to resolve the problem straight away. If you have not already done so, we may ask you to put your complaint in writing to us. Your complaint will be investigated and dealt with in the following way:

By day 7

We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint. In addition, we are a member of the Consumer Credit Trade Association who offer an impartial conciliation service for all customer complaints. Contact details can be found at or telephone 01274 714959.

By Day 28

Your complaint will have been investigated and we will write to you with our response. If your complaint has not been resolved to your satisfaction, please contact us and we will arrange for your concerns to be reviewed.

If for any reason we are still unable to provide a full response by this time, we will provide you with an update of the current situation.

By Day 56

In the unlikely event that your complaint has not been resolved at an earlier stage, we will conduct a further review and write to you with a final response.

If you are still dissatisfied

If you wish to take your complaint further, you may have the right to contact the Financial Ombudsman service within 6 months of our final response. However, you will need to check that your complaint is covered by the service.

The Financial Ombudsman Service acts as an impartial adjudicator and is responsible only to the Office of Fair Trading. You can find out more about the service by contacting, The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone, 0845 080 1800.

If you have any queries about our complaints process please do not hesitate to contact us.