Complaints

What happens if things go wrong?

You should find your dealings with us to be not only professional and efficient but also friendly. Our aim is to deliver a service which is truly exceptional. If you have a complaint about any aspect of the service you have received, our staff will be happy to investigate.

Please bring your concerns to our attention as soon as possible – the sooner we know about them the sooner we can respond. We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently.

Our Complaint Handling Procedure

You can lodge your complaint by telephone, letter, email or fax.

We will make every effort to resolve your concerns over the telephone. If we are able to resolve your complaint within three working days of receipt, we will consider the complaint closed. You will be issued with written confirmation that your complaint has been closed.

If we are unable to resolve your complaint within three working days, perhaps due to the complexity of the issues you have raised, we will follow the process as detailed below.

We will send you a written acknowledgement promptly, usually within 5 working days. The matter(s) raised will then be investigated by a manager in the company.

We will carry out a full investigation into the matters you have raised.

Once the investigation is concluded a full written response will be provided to you within 8 weeks of receiving your complaint. It will detail our investigation into the matters you have raised. We will ensure the correspondence is in clear English.

If we fail to provide a final response within 8 weeks of receiving your complaint, we will write to you again, detailing when we anticipate we will respond. You may be entitled to refer your complaint directly to the Financial Ombudsman Service at this point.

If you are not fully satisfied with the final response you may be entitled to refer your complaint to the Financial Ombudsman Service.

We will provide you with details of the Financial Ombudsman Service and answer any questions you might have about referring your complaint to them.

If you wish to refer your complaint to the Financial Ombudsman Service you will need to do so within six months of the date of our final response.


The Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction you may have the right to refer your complaint to the Financial Ombudsman Service.

The scheme is restricted to:

  • Personal customers
  • Businesses (including charities and trustees) with an annual turnover of less than £1 million.

The scheme is entirely free to use.

The Financial Ombudsman Service exists to help resolve certain complaints when our internal complaints procedure has been unable to resolve your complaint to your satisfaction.

The Ombudsman is also available to investigate complaints where a formal response has not been made to you within prescribed timescales.

Further information regarding the service is available from us on request. Alternatively, the Financial Ombudsman Service may be contacted directly:

The Financial Ombudsman Service
Exchange Tower

London

E14 9SR

Tel: 0300 123 9123

Website: www.financial-ombudsman.org.uk


Finance Leasing Association (FLA) – Concilliation Service

UK Credit Limited (UKCL) is a member of the FLA. If you feel that UKCL has breached the FLA Lending Code and you are not satisfied with the above response, you may refer your complaint to them for review.

FLA Lending Code:

http://www.fla.org.uk/index.php/consumer-information/lending-code/

FLA Complaint Process:

http://www.fla.org.uk/index.php/consumer-information/how-to-make-a-complaint2/