Although we have very high standards, we know that some times things go wrong and whilst we are always disappointed when our customers feel the need to complain, we do value feedback and welcome the opportunity to put things right as quickly as possible and to improve the service we provide to our customers.

How to raise a complaint:

• By telephone: Please telephone us on 01296 642 150. If the advisor is unable to resolve your complaint immediately, the matter will be escalated to a member of our Complaints Team, who will call you back
• In writing: Please address your letter to "Credit Security Limited, Complaints Team, The Old Court House, High Street, Whitchurch, Bucks, HP22 4JS"
• By email: complaints@credsec.com
• Online: www.creditsecurity.co.uk

What we will need to know:

• Your contact details including day time telephone numbers if possible
• Your account number
• What your complaint is about
• Any losses you have suffered
• What you would like us to do to put things right

Our promise to you:

• We will treat your complaint fairly & promptly
• We will aim to resolve your complaint as quickly as possible, normally within 3 business days
• If we cannot resolve your complaint within 5 working days, we will keep you regularly informed and provide you with the name and contact details of the person dealing with your complaint
• Once your complaint has been resolved, we will send you confirmation in writing and provide you with contact details and information regarding the Financial Ombudsman Service

If we cannot find a solution

If we have been unable to resolve your complaint within eight weeks or you are unhappy with our response, you can ask the Financial Ombudsman Service to review your case, providing you do so within six months of the date of our Final Response Letter.

The Financial Ombudsman Service can be contact at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

For more information, visit www.financialombudsman.org.uk