Complaints Procedure

At Consumer Credit Compliance, our customers are at the heart of our business. We aim to provide a high standard of customer care and satisfaction and therefore take all complaints very seriously.  We will investigate your complaint competently and impartially and will assess any concerns you may have fairly and promptly.

Contact us by email

Speak to us

Phone – 01423 522599

Where any member of our team will be happy to look into your complaint.

You may of course speak to your Customer Account Manager during your next contact. He may be able to help you with any questions or concerns you may have.

Write to us

You can write to our CEO with your complaint:

Mr Ian Beardmore
Consumer Credit Compliance Ltd
Windsor House
Cornwall Road

Our complaints process

We aim to deal with your complaint as soon as it arises, however in some instances we may require more time to investigate. To keep you updated of our progress we have outlined below the timescale in which we aim to respond.

We aim to resolve your complaint within three working days of receipt. If we resolve your complaint within this timescale, a letter will be issued to you and your right to refer to the Financial Ombudsman Service Leaflet will be included if your complaint is in relation to our consumer credit regulated activity.

By day 5

We will acknowledge your complaint in writing within five working days of your complaint being received.

By day 28 (four weeks)

If we have been unable to provide a full response to your complaint by day 28 we will write to you again to confirm our investigations remain on-going.

By day 56 (eight weeks)

In the unlikely event of us not being able to provide you with our final response within 56 days (eight weeks), we will write to you with a progress update and will also include details on how you may refer your complaint to the Financial Ombudsman Service, if applicable.

If your complaint is in relation to our consumer credit regulated activity and we are unable to resolve your complaint to your satisfaction, or we have not issued a full response within 8 weeks from when you first let us know about your concerns, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an impartial service which settles complaints between individual customers and businesses when a satisfactory outcome cannot be reached between the two. You normally need to do this within six months of receiving our final response.

For more information, you can click on the link below: