If something goes wrong, tell us.

We would rather put it right than have you carry it. A person, not a process, will deal with you: the case owner knows your file, and a manager supervises every complaint.

How to complain

• Call 0800 555 019 and ask for your case owner, or for the complaints manager.
• Email [email address] with “complaint” in the subject.
• Or write to us at our registered address, which is on the contact page.

Tell us what happened and what you would like us to do. You do not need to use these words, and a family member may contact us with your consent.

What happens next

1. We acknowledge your complaint within one working day, and give you a reference.
2. We investigate, and tell you what we found and what we will do.
3. We aim to resolve it within 15 working days. If we need longer, we tell you why and when to expect an answer.
4. If we cannot resolve it, we tell you so in writing, with our reasons.

The exact timeframes form part of our complaints policy, which is being confirmed with compliance: [to be confirmed].

If you are not satisfied

You can take your complaint to the National Credit Regulator’s complaints department, and, where the law allows, to the National Consumer Tribunal. They are independent of us, and using them does not cost you anything with us.

Your loan is not affected

Complaining does not affect your loan, your payments or how we treat you. If you are struggling with anything else, tell us; the questions page explains where we are still confirming our policy.