Complaints

Help us improve

We pride ourselves on providing exceptional customer service but we accept that sometimes things go wrong.  In the event that this happens we will do our best to deal with your complaint quickly and to your satisfaction.  To help us to do so quickly and efficiently, please contact us with:

• Your name
• Your account number
• A telephone number or email address that you would like us to contact you on
• Details of your complaint 

Our complaints process

To help deal with your complaint, we have a documented complaints process that you can use to make us aware of any problems you have had with the service that we provide.  We will do our best to answer your complaint quickly and fairly.  Our complaints process meets the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS)

Ways to contact us:

What happens next

We will do everything we can to resolve your complaint as soon as we can.

For more complex issues we may need more time to investigate your concerns. If this is the case, we will:

• Write to let you know we have received your complaint, and then
• Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us eight weeks to do this, but we will do our best to get back to you within four weeks

If we can't respond to the issue within four weeks

We'll contact you to explain why that has not been possible, and when we will contact you again.

Once our final response is made

If you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS).

We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.

Due to the nature of some of the services we provide, some our customers will be ineligible to refer their complaint to the FOS.  If this is the case, when we write to you to provide you with our final decision we will provide you with details of the appropriate Alternative Dispute Resolution body who will be able to consider your complaint.  For Asset Finance customers the Alternative Dispute Resolution body will be the Finance and Leasing Association and for Invoice Finance customers this will be the Asset Based Finance Association.

Further details can be found in our How We Handle Complaints leaflet

Complaints data

Putting customers first is our top priority, so, when things go wrong, we will do our best to put things right.

To support transparency, and in accordance with the FCA’s requirements, Aldermore, like other financial institutions, publish complaints information every six months on:

• The number of complaints we have received;
• The number of complaints we have resolved;
• How many of the complaints we resolved were answered within 8 weeks; and
• How many of the complaints we resolved were upheld in the customer’s favour.

Our complaints data can be found below:

• Our complaints data for H1 2016
• Our complaints data for H2 2016
• Our complaints data for H1 2017
• Our complaints data for H2 2017