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Couple reading bills at the table

We're committed to delivering the highest standard of customer service

Our complaints process

If you don't think we've delivered a high enough standard of care, please tell us so we can investigate.

Help us help you

To do this:

Please give as much information about your complaint as possible and tell us how you'd like us to resolve it.

What happens after I've sent my complaint?

When we receive your complaint, we'll:

  1. Send you an acknowledgement within five working days, enclosing a copy of this procedure
  2. Investigate your complaint and aim to respond within four weeks

If we can't do this we'll send you an update. Our aim is to send a final response within eight weeks of receiving a complaint. If this isn't possible, we'll write to explain why and tell you when we will respond.

Financial Ombudsman Service

If we take more than eight weeks to send a final response, or you don't think we've resolved your complaint, you can contact the Financial Ombudsman Service.

Ways to contact the Financial Ombudsman Service

Online: For more information, visit their website www.financial-ombudsman.org.uk

Telephone: You can also call them on 0800 023 4567 or 0300 123 9123.

Email: You can also email them at complaint.info@financial-ombudsman.org.uk

By post: You can write to - 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You must refer your complaint to the Financial Ombudsman Service within six months of the date on our final response.

Complaints data

We help hundreds of thousands of people each year deal with their debt problems.

Although we’re committed to the highest standards of client service with everyone we help, we recognise that sometimes things can go wrong. When it does, we encourage our clients to tell us and we try to put things right as quickly as possible.

We then analyse the information we gather from client feedback, and use this to highlight improvements we can make to our service in the future.

As we're authorised and regulated by the Financial Conduct Authority (FCA), every six months we're required to submit information to them about any complaints we’ve received, closed and found in favour of the clients.

Details of our most recent submission are shown in the link below.

 Complaints data summary Q3 and Q4 2022 (PDF)