Complaints Procedure

If you’re not completely happy with our service we’d like o hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however sometimes we may not get things right first time.

We want to

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your coplaint fairly and without delay
  • Make sure you are satified with how your complaint was handled

How and Where to Complain

If you are not satified with any aspect of our product / service you can tell us about your complaint in the following ways:

  • In person- Unit 9, Block 14, Summerlee St, Queenslie industrial Estate, Glasgow, G33 4DB
  • In Writing- Write to us at the address above; please address your letter to the Complaints Manager
  • By Telephone- 0141 774 7065
  • By Email-

How Long Will It Take

We will aim to ressolve your complaint straight away, but if we can’t we will write to you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you do need an update please call us on 0141 774 7065 and ask to speak with the person dealing with your complaint

If we cannot reach an agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision


  • Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally, however if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOC).

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone 0800 023 4567

Further helpful information can be obtained from visiting their website at

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