Complaints - Our commitment to doing more
Our vision is to give our customers the opportunity to purchase today with money they will pay us tomorrow, working with a company they can trust.
We’re working hard to build and maintain that trust, by putting our customers at the heart of everything we do..
We have also been continuing to grow our business – you may have seen our advertisements on TV and a growing presence in social channels like Facebook and Twitter. This activity also gives us the opportunity to listen to how our customers feel throughout the application process or what they think about our marketing campaigns as well as how they like how our product actually works and the service we provide them, all of which is extremely valuable customer feedback.
Many complaints can be quickly resolved by logging on to our online card services website to self-serve or by speaking to our customer service centre. Like all UK credit card providers, for the second half of 2016 we started reporting all complaints, including those resolved within 3 working days, as part of our implementation of some new complaint handling rules issued by the Financial Conduct Authority. We’re pleased that early results show we’re now dealing with the vast majority of complaints within that short time period.
We are also very proud that the vast majority of complaints are resolved without the customer needing to refer their complaint to the Financial Ombudsman Service.
PPI continues to be a challenge which we are not alone in, but we’ve committed to dealing with legacy problems like this in the right way, and as quickly as we can. We welcomed the Financial Conduct Authority’s new proposed rules on complaint handling and await the final version of the regulation so that we can continue to deal with this ongoing challenge. This is expected to be received soon and it will enable us to work towards a final conclusion to this challenge which is the best outcome for our customers and our business.
We’re a business with more than 23 years of experience and millions of customers in the UK. We have hundreds of millions of interactions with our customers every year – everything from using their cards and making payments, to accessing online services and contacting us for support – the vast majority of these interactions are positive.
We’re working hard to get it right first time, every time. You have our continued commitment to doing more.
Change, Legacy and Business Support Executive