Our complaints procedure
If you have a complaint, please get in touch to help us improve our service and products.
We’re committed to handling complaints fairly and promptly.
Contact us online, by phone or by post
Use our secure online form to submit your enquiry.
Call: 0800 062 062
Customer Advocates Office
Chester Business Park
We aim to resolve your complaint as quickly as possible
To help us to do this, please tell us:
- Your name and address.
- Your preferred contact number.
- Your 16-digit card number and any useful references.
- What’s gone wrong and when/how it happened.
- What you’d like us to do to resolve your complaint.
How we’ll handle your complaint
We aim to resolve complaints straight away, but some can take a little longer.
If we’re able to resolve your complaint quickly, we’ll send you confirmation that your complaint has been resolved. But if we need to look into things in more detail, we'll send you a prompt acknowledgement.
We’ll work to resolve any complaint received within 56 days and will keep you updated of our progress. When we’ve thoroughly investigated your complaint we’ll send you a final response.
If your complaint isn’t resolved
If we’re unable to resolve your complaint within 56 days, or you’re not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service and ask them to review the situation.
The Financial Ombudsman Service
Alternatively, you might find it helpful to make use of the Finance & Leasing Association conciliation scheme to resolve your complaint; we are members of the FLA and are bound by their Lending Code.
The Compliance Manager
Finance & Leasing Association
Other useful info.
To help you understand more about complaints and how they’re handled, you might find these leaflets helpful: