Our commitment to dealing with customer complaints
We strive to provide all of our clients with a first class service, but understand that we may not get it right all of the time. However, we do work very hard to resolve any query or complaint quickly and to the highest professional standards.
Our step-by-step process:
Step 1: Let your usual point of contact know
Please inform us of your complaint and how you think it should be resolved:
- By calling your regular contact - normally your credit controller or client manager - by email
- By writing to the office where your account is managed
We will aim to resolve your complaint within 48 hours and call you to explain what we have done to put things right. We will also put our response in writing to you.
Step 2: Complaint Escalation
If it is not possible to resolve your complaint within 48 hours, it will be passed to a senior manager who will investigate further and aim to provide a solution within a further 48 hours.
If your complaint has still not been resolved satisfactorily, it will be escalated to a Senior Director who will contact you to discuss your concerns and provide a solution within 10 working days.
Step 3: Feedback
We will follow up your complaint to ensure you were happy with the way in which it was handled and take on board any feedback you may have.