Making a complaint
What we need from you
To help us investigate and resolve your complaint as quickly as we can, we will need the following information:
- Your name
- Your address
- Your company card account number or merchant number or other account reference details
- A clear description of your concerns
- Details of what you would like us to do to put it right
- Copies of any relevant documents such as statements or letters
- A daytime telephone number that we can reach you on.
What you can expect from us
We will do our best to resolve your complaint immediately and with as little inconvenience to you as possible.
Firstly, it should be really clear what the problem is, so we can identify what we need to do to resolve the matter. So, the more information you can give us the better. Here are the different stages of our complaints procedure:
- Sometimes we're not able to resolve your issue immediately.
If we haven't responded by the next day, we will:
- Send an acknowledgement of your complaint in writing within three working days together with your unique case reference number
- Confirm who will handle your complaint and give you their contact details. Sometimes, this may not be the same person you initially made the complaint to, but they will be the most appropriate to offer you help.
- If your complaint is particularly complex, we will keep you informed of our progress as we continue our investigations, and aim to resolve the matter within four weeks.
- If we are unable to do so within four weeks, we will send you a written update to explain the cause of the delay, and let you know when we hope to resolve your complaint.
- After eight weeks we send you a final response or a further progress report on our investigations.
If you are still unhappy
We aim to resolve all complaints as quickly as possible, and to the complete satisfaction of our customers. If however, you are unhappy with our response, you should let the person or department who handled your complaint know.
If, after doing this, you are still not happy, you can request a review from the Financial Ombudsman Service.
This service was established by The Financial Services Authority to independently review complaints made by personal or small business customers with a turnover of up to £1 million per annum.
We can confirm if you are eligible to refer your complaint to the Financial Ombudsman Service, or you can contact them directly.
Write to them:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Call them:
Tel: 0845 080 1800
