Complaints
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.
What happens if I have a complaint about UK Credit?
If you have a complaint about any aspect of the service you have received, our staff will be happy to investigate.
Please let us know your concerns as soon as possible – the sooner we know the sooner we can respond.
We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently.
How can I complain?
You can lodge your complaint by telephone, email or letter using the details below.
You can also lodge a complaint via our online loan manager.
Telephone: 01603 369 250
Email: complaints@ukcredit.co.uk
Post: UK Credit Ltd, 1st Floor, Norfolk Tower, 48-52 Surrey Street, Norwich, Norfolk, NR1 3PA
Timeframes
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 detailed below.
- We will send you written confirmation of your complaint within 5 working days of receipt of your complaint.
- The matters you have raised will be investigated by either a manager or a member of our compliance team within UK Credit Limited.
- Although our regulator (the Financial Conduct Authority) allows us a maximum of 8 weeks to respond to complaints, we will aim to investigate and send a written response within four weeks of receipt of your complaint. If we can’t respond within eight weeks, we will write to you explaining why and when you can expect a response.
- Once the investigation is completed, a full written response will be provided to you. Our written response will detail our investigation into the matters you raised. We will ensure the correspondence is jargon-free and easy to understand.
- If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received from us, you can refer your complaint to the Financial Ombudsman Service, free of charge.
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 a formal response has not been made to you within prescribed timeframes.
You must refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.
The Ombudsman’s contact details are:
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
Complaints Data
Our regulator, the Financial Conduct Authority, requires UK Credit to publish information about the complaints it has received if it receives 500 or more complaints each six months, or 1000 or more complaints in a calendar year.
You can view the complaint information for UK Credit by clicking the link below.
The information in the link will only show the six-month periods where we received 500 or more complaints.