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Get in touch

Make a complaint.

At Together, we strive to keep our customers happy, but we appreciate that sometimes we make mistakes or don’t meet your expectations. Telling us when you’re unhappy is important because it gives us a chance to put things right and improve our service for the future.

What's the process

  • Our Complaints Team will thoroughly investigate your concerns, and we’ll respond to your complaint as soon as we can.
  • We’ll gather as much information as possible about your complaint, so we may contact you to ask for some more details.
  • We'll aim to resolve your complaint as quickly as possible, usually within 4 weeks.
  • If we can’t resolve your complaint within 4 weeks, we’ll let you know, and then update you again at 8 weeks if we still haven’t resolved your complaint.

What you need to do

  • If we get in touch for more information, please reply as quickly as possible. The sooner you do, the sooner we can make progress with our review.
  • Please continue to make any payments due as normal while we review your complaint.
  • If you’ve changed your mind and don’t want us to investigate your complaint, just let us know.

Your Rights

If you’re not happy with our response to your complaint, or if we’ve not responded to you after 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) depending on when your account was funded and the type of credit we supplied. The FOS mediate on behalf of customers and financial services firms that can’t reach an agreement.

We’ll let you know if we believe the FOS can review your complaint when we send you either our final response, or confirmation that we’ll not be able to respond within eight weeks.

If you wish to contact them directly, you can find more information about FOS referral rights by visiting financial-ombudsman.org.uk. Alternatively, the FOS can be contacted by telephone on 0800 023 4567, by email at complaint.info@financial-ombudsman.org.uk, or by letter at The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

We’re here to help

If you want to discuss your complaint or if you have any questions, you can get in touch with us using the details below:

Write to us at Complaints Team, Together, Lakeview, Lakeside, SK8 3GW

Complaints form

Please complete the form below and we'll get back to you as soon as possible.

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