Let’s make sure you’re in the right place
If you don’t think the debt is yours, or the amount looks wrong, you’ll want to raise a dispute instead.
If you're unhappy with how we've handled something, or the service you've received, you're in the right place to make a complaint.
We’re really sorry if things haven’t gone to plan – we’ll always do our best to put things right.
Here’s how it works:
1. Tell us what happened
Fill in our quick complaints form to get started.
2. We’ll confirm we’ve got it
You’ll hear from us within 5 working days to let you know we’ve received your complaint.
3. We’ll look into it
We’ll start an investigation. It might take up to 8 weeks to fully review everything, but we'll always keep you in the loop.
4. We'll get back to you
Once we’ve finished looking into your complaint, we’ll explain what we found, how we reached our decision and what you can do if you’re not happy with the outcome.
If your debt is regulated by the Financial Conduct Authority (FCA), you can escalate your complaint to the Financial Ombudsman Service. If it’s not, you won’t be able to do that – but there are still other steps you can take (and your debt will still be regulated by the CSA).
We treat all debts with the same care
Whether your debt is regulated (like a credit card or personal loan) or unregulated (like a utility bill or council tax), we’ll always take your concerns seriously and follow the same complaints process.
That said, regulation does matter - especially when it comes to things like your rights to escalate a complaint. You can find out more about regulated and unregulated debts here. If you're ever unsure, just ask (either get in touch with us or a debt advice charity like StepChange).
You can also read more about how financial complaints are handled here on the Financial Ombudsman's website.
