How can I make a complaint?
It doesn’t matter how you make your complaint, as your creditor should deal with it in the same way, whether it’s in writing, over the phone or in person.
We recommend making your complaint in writing, by letter or email. There are a couple of advantages to making a complaint this way:
- It gives you time to think about what you want to say
- You can keep a copy so you’ve got a record of what was said – this can be useful if you need to take the complaint further
If you post your complaint it’s a good idea to use recorded mail. This costs a bit extra but allows you to check your letter was definitely received.
You could make your complaint in person or over the phone, but it would be more difficult to prove what was said afterwards. There’s also more risk of forgetting important facts or getting drawn into an argument if you make your complaint this way.