We aim to resolve all complaints as quickly and fairly as we can, but we understand that some customers may be disappointed with our final decision.

If you’re unhappy with your final outcome, you can refer your complaint to the Financial Ombudsman Service up to six months from the date of our final response letter.  The Financial Ombudsman Service acts as a free, independent, and impartial mediator, handling disputes between individual customers and companies when they cannot be resolved directly.

You can get in touch with the Financial Ombudsman Service by:

If you're unhappy with our final response and you have a non-regulated agreement

If you have a non-regulated agreement (this applies to commercial and business customers) and you’re not happy with our final decision, you can contact the Finance & Leasing Association (FLA) by:

  • Visiting their website
  • Calling: 020 7836 6511
  • Emailing [email protected] or faxing 020 7420 9600
  • Writing to them at: Finance & Leasing Association, 3rd Floor, 11 Ironmonger Lane, London, EC2V 8EY

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