Extra support and complaints
We’re committed to treating every customer fairly and making sure you get the help you need. If something has gone wrong, or if you need a little extra support, here’s how we can help.
Every complaint is acknowledged within 5 business days and receives a full written response within 8 weeks. You always have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
A complaint is any expression of dissatisfaction — spoken or written, justified or not — about our service or a financial service we have provided. It doesn’t have to use the word “complaint”. If you’re unhappy about anything, please tell us and we’ll treat it as one.
Complaints can be made by email, phone, letter, through our website or portal, on social media, or in person at a workshop.
If your complaint is partly or wholly about a lender’s or leasing company’s decision — for example, a declined credit application or the terms of an agreement — we’ll deal with any part that’s about our own service. For the rest, we’ll tell you in writing that we’re passing it on to that firm, explain why, give you their contact details, and send them the relevant information with your agreement.
If you’re not satisfied with our response, or if 8 weeks have passed without a final response, you can refer your complaint to the Financial Ombudsman Service — free of charge, and without affecting your legal rights.
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR