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Your Privacy

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Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Strictly Necessary Cookies

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These cookies are strictly necessary for the Website to work properly and for us to keep it secure. They are needed to allow users to use the Website and its features, including to move between pages of the website.

These cookies are required

Performance and analytical cookies

These cookies allow us to collect certain information about how a user navigates the Website. These cookies collect information that is used either in aggregate form to help us understand how our site is being used or how effective are marketing campaigns are, or to help us personalise our site for you.

Marketing cookies

These cookies are used to make advertising messages more relevant to you. We may use this data to tailor the marketing and ads you see on our own and other websites and mobile apps, including social media.

Personal customer complaint

We do everything we can to make sure your experience with us is a positive one. 

However, sometimes things go wrong and we may fall short of your expectations. If this happens, we will endeavour to resolve the matter as quickly as possible. You can contact us by telephone, email, or online form.

 

Make a complaint online

We will try our best to resolve the problem immediately and if you agree with our resolution, we will send you a response to your complaint to confirm this, known as our Summary Resolution letter. If your complaint has not been resolved by the end of the third working day following receipt, it will be referred to our Customer Relations Team.

Customer Relations will take responsibility for your complaint and see it through to final resolution. They will conduct a thorough review of your concerns and let you know the outcome in writing. They will:

  • Acknowledge your complaint in writing, within 8 days;
  • Complete a thorough investigation of your concerns to resolve your complaint, writing to you to outline our findings, known as our final response, within eight weeks of receipt of your complaint;
  • If they can't respond to you within eight weeks, they'll write to let you know why.

Customer Relations respond to most complaints within four weeks, although it can take up to eight weeks. Rest assured, they will let you know what is happening. They may also suggest you refer your complaint for an independent review.

 

Your right to referral

If you are not satisfied with our response to your complaint, or if we have not responded to you after eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

Depending on when your account was funded and the type of credit we supplied, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). They mediate on behalf of customers and financial services firms that can’t reach an agreement. We will let you know if we believe the FOS can review your complaint when we send you either our summary resolution letter, our final response or confirmation that we will not be able to respond within eight weeks. You can find more information about FOS referral rights by visiting www.financial-ombudsman.org.uk. Alternatively, the FOS can be contacted by telephone on 0800 023 4 567, by email at complaint.info@financial-ombudsman.org.uk, or by letter at:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Complaints Data Publication Report

Complaints form

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

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Personal customers: Speak to our customer service department

We’re here between 9am and 5:30pm Monday to Friday.



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