How to make a complaint
When you contact us, please provide us with the following information so that we can look into your complaint as quickly as possible:
- Your name
- Loan details
- When your issue occurred
- Description of your complaint
- How you have been impacted
- A contact number, email address, and the best time to contact you
We will aim to resolve your complaint right away, but if it’s going to take longer we will email you to explain why and when we expect to get back to you. We will send you an acknowledgement letter within 5 business days providing you with reassurance that your complaint has been received and is being dealt with.
If for some reason we haven’t been able to resolve your complaint within 8 weeks, we will provide you with further information as to when you can expect a final response. If you are not happy with the resolution, you can refer your complaint to the Financial Ombudsman Service.