If you are unhappy with the service you have received or feel that you have been unfairly treated please make a complaint to us. We will deal with your complaint in line with the policy and procedures set out below.
Our complaint handling procedure
You can lodge your complaint by calling or emailing email@example.com.
If you prefer to write to us, you can send your letter to UK Credit, Norfolk Tower, 48-52 Surrey Street, Norwich, Norfolk, NR1 3PA
If we can we will resolve your concerns over the telephone. If we can resolve your complaint within three working days of receipt, we will consider the complaint closed. You will be sent written confirmation of this.
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 of your complaint outlining the matter(s) you have raised promptly, usually within five working days.
- We will carry out a full investigation into the matter(s) you have raised.
- Once the investigation is concluded, a full written response will be provided to you within eight weeks of receiving your complaint. It will detail our investigation into the matter(s) you have raised and the outcome of our findings. We will ensure the correspondence is in plain English.
- If we fail to provide a final response within eight weeks of receiving your complaint, we will write to you again, detailing when we anticipate we will respond. At this point, you may be entitled to refer your complaint directly to the Financial Ombudsman Service.
- If you are not fully satisfied with our final response, you are usually entitled to refer your complaint to the Financial Ombudsman.
- We will provide you with details of the Financial Ombudsman Service and answer any questions you might have about referring your complaint to them when we write to you. Some useful information is also provided below.
- 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 Conduct Authority complaint handling rules (DISP) state that the Financial Ombudsman Service cannot consider a complaint where it is referred to them outside certain time limits.
It defines those limits as a complaint made more than:
(a) six years after the event complained of; or (if later)
(b) three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint;
If we believe that your complaint has been made outside these time limits, we will issue you with our final response letter which outlines the reasons why we won’t consider your complaint.
The Financial Ombudsman Service
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 or where we have not made a formal response to your complaint within the prescribed timescales.
The service is entirely free to use and you can find out more information here: 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.
Alternatively, the Financial Ombudsman Service may be contacted directly:
The Financial Ombudsman Service
Tel: 0800 023 4567