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Complaints Procedure

If you have any concerns about our service, we want to hear from you. Your feedback is crucial in helping us improve and address any issues. Despite our commitment to delivering top-quality products and service, we acknowledge that there may be times when we don’t meet expectations.

Here’s how we handle complaints:

  1. Easy Reporting: You can report any dissatisfaction with our products or services through the following channels:

    • In Person: Visit us at our Head Office, Grainger & Worral, Heathmill Road, Wombourne, South Staffs WV5 8AP.
    • In Writing: Address your letter to The Complaints Manager at the above address.
    • By Telephone: Call us at 01902897000.
    • By Email: Send your complaint to
  2. Prompt Attention: We aim to resolve issues immediately, but if that’s not possible, we’ll acknowledge your complaint within 5 business days, informing you of:

    • The reason for any delay.
    • Who is handling your complaint.
    • When you can expect further communication.
  3. Regular Updates: If your complaint is complex and requires more time, we’ll keep you informed regularly. You can always contact us for updates.

  4. Resolution Timeline: We strive to resolve all complaints promptly. However, if a resolution isn’t reached within 8 weeks, particularly for complaints related to our credit brokerage service, we will:

    • Provide a written explanation for the delay and an estimated resolution timeframe, OR
    • Issue a final decision letter stating our position.
  5. Escalation to Financial Ombudsman Service (FOS): If we’re unable to agree on a resolution within 8 weeks, or if you’re dissatisfied with our final decision, you may have the right to refer your complaint to the FOS. This needs to be done within six months from the date of our final response. The FOS can be contacted at:


Our goal is to handle all complaints internally, especially those related to credit brokerage, and ensure you are satisfied with the outcome.