We try hard to look after our customers, but unfortunately on rare occasions problems can arise.
If you feel we’ve slipped up, then we want to be able to address that for you.
Suggested First Step
If you have a problem or complaint we ask that your first try to resolve this with one of our service team members. If you are still not happy please ask to speak with their manager. We find most issues will be resolved at this stage.
Raising a Formal Complaint
However if you are still not satisfied, please complete the following form and your complaint will be sent directly to our Compliance Manager for prompt resolution.
Lodge a Complaint Form
What happens now?
We have an internal process to deal with complaints – these are dealt with by our compliance team who operate independently from our lending and collections teams. We will acknowledge your complaint within 1-3 business days. We then undertake to investigate your complaint and propose a resolution to you promptly (usually in 1-3 business days following the initial acknowledgement). We will endeavour to resolve the complaint as soon as possible, however, a longer time frame may be required, depending on the nature of the complaint. In the event of any delay, you will be kept fully informed of our revised response time.
After our internal review:
If you’re still not satisfied with the resolution or clarification offered by our compliance team, you can contact our independent disputes resolution scheme operated by Financial Services Complaints Ltd (‘FSCL‘) and approved by the Ministry of Consumer Affairs. FSCL is an independent External Dispute Resolution (EDR) scheme approved by the Ministry of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. It has been set up specifically to deal with disputes arising out of financial products and services. It operates independently to finance industry groups or consumers and therefore acts as an unbiased intermediary for each.
FSCL may be contacted at:
Phone: 0800 347 257
There is no cost for you to use the services of FSCL. If you have not been through our internal complaints handling process prior to contacting FSCL, they may refer you back to our internal process as their first step. FSCL generally does not deal with complaints about fees or interest charges unless such fees and/or interest charges are not in accordance with your loan agreement.