How we handle complaints

We aim to provide first class service to all our customers however we realise that there may be times when you feel you are not satisfied with any aspect of our service. Should you be unhappy with our services, we would like you to tell us your concerns.

You may contact us in any of the following ways that is convenient to you:

By telephone:

  • 0333 003 0085

In writing:

  • Cred
  • Glasshouse
  • Alderley Park
  • Nether Alderley
  • Macclesfield
  • SK10 4FT

Or by email:

Our complaints procedure is detailed below:

  1. Upon receipt of your complaint, we will do our best to resolve it as quickly as possible.
  2. We will send you a prompt written acknowledgement of your complaint within 3 working days and tell you who is dealing with it. In addition we will provide you with a copy of our full complaints handling procedure.
  3. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. If we are not able to resolve the complaint by then, we will send you a holding letter within 4 weeks of receiving your complaint. We will send you our final response as soon as possible but within 8 weeks of receiving your complaint.
  4. Our letter will explain that you will have the ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after the final response letter. We will enclose a leaflet from the Financial Ombudsman Service with our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response. The contact details are shown below:

Financial Ombudsman Service

  • Exchange Tower
  • Harbour Exchange
  • London
  • E14 9SR

By telephone:

  • 0800 023 4579

For further information about the Financial Ombudsman Service complaints handling process please go to: www.financial-ombudsman.org.uk