Complaints Policy

Our commitment to you.

Our customers are truly at the heart of everything we do, and we work with integrity and transparency to ensure we deliver the very highest standards of service. If a customer feels they’ve not received a satisfactory standard of service, we aim to investigate and resolve any complaints at the earliest opportunity.

• Ensuring that making a complaint is as easy as possible.
• Dealing with your complaint fairly, promptly and treating your complaint seriously.
• Making sure that we learn from any complaints and as a result improve the level of our services.

How to complain

If you are dissatisfied with an element of our service then you should contact us at

Should you wish to speak to us you may do so by calling 01455 246 246 and requesting to speak to our customer service team.

Alternatively you may write to us at the following address: 33 Newquay Close, Hinckley, Leicestershire, LE10 1XN.

Please note, should you raise your complaint with us over the telephone we will make every effort to resolve the matter whilst speaking with you. If you remain dissatisfied with the outcome we will undertake to investigate the matter further and provide you with a written response.

Response time

We will acknowledge your complaint quickly and in any event within five (5) working days of it being received by our complaints team. Your complaint will be handled by one of the complaints handling team and they will issue you with an outcome of the investigation. We will attempt to both resolve your complaint through investigation and to respond to you with the outcome within four (4) weeks of receiving your complaint. If it looks as though our investigation may take longer than eight (8) weeks we will provide with an update on our progress. We always try to issue a final response letter within eight (8) weeks.

If you are not satisfied with the outcome

We are committed to provide the best possible outcome however, should you feel dissatisfied with our final response you can refer your complaint to the Financial Ombudsman Service within 6 months of our final response to your complaint.

If we have not issued you with a final response within eight (8) weeks, you have the right to have your complaint dealt with by the Financial Ombudsman Service (“FOS”).

You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website at Exchange Tower, London, E14 9SR, or call 0800 023 4567 or email

Further sources of information and advice that are freely available to you, include local trading standards and the Citizens Advice Bureau – To find your local office, look in your phonebook.

Comments and suggestions

If you have any other queries relating to our services or perhaps any suggestions you would like to put forward please contact us at or in writing to 33 Newquay Close, Hinckley, Leicestershire, LE10 1XN.