Complaints

Tell us first

Email [email protected] with what happened and what you would like us to do about it. We will acknowledge within three working days and give you a considered reply within eight weeks, usually sooner.

Which route your case took decides what redress you have

This matters and we would rather you read it here than discover it later. The Financial Ombudsman Service covers regulated activities. It has no jurisdiction over us, because we are not authorised or regulated by the Financial Conduct Authority, and none over an unregulated business agreement, so a complaint about either cannot be referred to it. The Financial Services Compensation Scheme does not cover us for the same reason.

Where your agreement was regulated consumer credit, it was arranged by an FCA authorised broker partner rather than by us. A complaint about that firm and about the regulated activity it carried out goes to that firm first, and the Financial Ombudsman Service is available to you afterwards on the ordinary terms. We will tell you which firm handled your case and how to reach it.

What is available

Our own complaints process, set out above. Beyond that, the ordinary legal remedies available between businesses, including the courts and any alternative dispute resolution the parties agree to.

If your complaint concerns a lender rather than us, and that lender is FCA authorised, their own complaints process and any redress attaching to it apply. We will tell you who to contact.