There may be times when you feel that you have not received the level of service from us that you expected. We take complaints very seriously and learn from these to improve Customer service.

Most complaints can be resolved by speaking to a member of our team however if you wish to make a formal complaint you can do this by contacting our Service Resolution Team at:

Bamboo
1st Floor
Grenville House
Nelson Gate
Southampton
SO15 1GX.

Or telephone us on: 0330 045 0499

Your complaint will be acknowledged within 7 working days of it being received and we will contact you within four weeks with either a full response or an update on the progress that we are making.

If you are not happy with the outcome you can refer the matter to the Financial Ombudsman Service online at www.financial-ombudsman.org.uk or in writing at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Their leaflet How to make a complaint is also available.

Alternatively you have a right to seek resolution of your complaint through the Consumer Credit Trade Association (CCTA) conciliation procedure online at www.ccta.co.uk or in writing at:

Consumer Credit Trade Association
Airedale House, Aire Valley Business Park
Dowley Gap Lane,
Bingley
West Yorkshire
BD16 1WA