complaints procedure

This page sets out our internal complaints procedure, and advises you to whom you can complain, and how you can expect your complaint to be dealt with. If you require any further information regarding this, you can contact our team on telephone number 020 7249 3888.

How is a complaint defined?
If you are dissatisfied with ANY aspect of the service we provide, for whatever reason, this is a complaint and will be dealt with under this procedure.


How can I make a complaint?
You can make a complaint in person (You must make an appointment first) at or in writing to our offices: –
181 Hermitage Road
N4 1NW
(Local tube station Manor House or buses 67, 341, 141 or 29 pass our offices), by telephone to 020 7249 3888, by letter addressed to Darren Harmer at the above address, or by email to 


To whom should my complaint be addressed?
Your complaint should be directed to our Complaints and General Manager Darren Harmer.


Does my complaint need to be on a complaints form?
You don’t have to use any specific form, however you may find it easier to do so and in the event you require one please do not hesitate to ask. You may also send the complaint via the CSA. Please see the appropriate link on this page. If you decide not to use the form please ensure you make it clear

  • That you are making a complaint
  • The reason for said complaining
  • If appropriate, the person you are complaining about and what it is you consider they did wrong
  • How you have been affected
  • Any suggestions you have as to how the issue could be resolved

Within five working days of receipt of your complaint, we will supply you with:-

  • A written acknowledgement confirming who will be dealing with your complaint and how you can contact that person.
  • Our best estimation of how long it will take to resolve your complaint.
  • A copy of our (this) complaints procedure.


What if you need more information from me?
If we need more information we will request it from you. Even if you do not provide the information, we will still continue with this complaints procedure. In that case we will only be able to resolve the complaint acting on the information available.

It is our aim to complete our investigation within six weeks from receipt. If we are unable to do so we will contact you in writing after the expiry of this period to advise you that our investigations are continuing. We will also advise as to why we have not yet resolved the issue and when you can expect us to make further contact. If the process is going to take more than eight weeks, we will again contact you in writing to advise as follows:-

  • That we need more time and why.
  • An estimate of how long we think it will take us to resolve your complaint.
  • The steps you can take to pursue the complaint further if you are not happy with the delay (including your rights to refer the matter to the Financial Ombudsman Service – FOS – or the Credit Services Association – CSA).

Once our investigation is complete, we will write to you with our findings. This response will set out:-

Our findings

  • As to whether or not your complaint is upheld, and how we intend to rectify the situation
  • If your complaint is not upheld, our reasons for coming to this decision
  • Your rights of appeal against our decision
  • Details of what steps you can take to pursue the complaint (including your rights to refer the matter to The Financial Ombudsman Service or the Credit Services Association).


What do I need to do next?
If you accept our findings you will need to confirm in writing. A form will be supplied should you require one. If you do not write to us within 8 weeks of receipt of our response, we will assume you are satisfied with the outcome of the complaint and will not write to you again.

If you do not accept our response and wish to take the matter further, you can appeal against the decision. You just need to contact Darren Harmer in writing and advise that you wish to appeal against the outcome of the complaint, and why you remain dissatisfied. The case will then go on to the appeals stage.

You have eight weeks from receiving our response in which to appeal. Your case will then be re-considered and if the same conclusion is reached Mr Harmer will contact the Credit Services Association and request that they independently review your complaint. You will receive another letter, called a “final response within eight weeks of your original complaint (however, this time limit may be extended by the number of weeks you took to appeal against our first response less one week). The final response will be a letter advising you:-

  • That we have finished reviewing your appeal
  • The outcome of the review
  • If your complaint is upheld, how we intend to rectify the situation
  • If your complaint is not upheld, our reasons for coming to this decision
  • That if you remain unhappy with our final response, what steps you can take to pursue the complaint (including your rights to refer the matter to The Financial Ombudsman Service or the Credit Services Association).

Everyone we deal with is covered by this complaints procedure. The formal notice after appeal stage will be the end of our formal complaints procedure unless your case is covered by the Financial Ombudsman Service. (I.e. people who have entered into a regulated Consumer Credit Agreement or a regulated Consumer Hire Agreement). You can ask advice from us or from the Financial Ombudsman Service to find out if you are covered. In such cases you have the right to refer the matter to the Financial Ombudsman Service. You also have a right to refer the matter to the Credit Services Association and a leaflet explaining the procedure and time scales involved will be sent to you with our final response. Further advice can be obtained via your local Citizens Advice Bureau.