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