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 our 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 Customer Service Team on:

Contact Number: 0330 045 0499
Email Address:

Mailing address:

Brecon House
Caerphilly Business Park
CF83 3GQ.

Opening hours are 8am and 8:30pm Monday to Thursday and between 9am and 5pm on Friday and Saturday

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 or in writing at:

Financial Ombudsman Service
Exchange Tower
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 or in writing to:

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