- 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:

1. 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

2. 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

3. 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

4. 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.
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:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Call them:
Tel:  0800 0 234 567 (Free from a landline) or 0300 123 9 123  (Calls cost no more than a national rate call to an 01 or 02 number and count towards any inclusive minutes).

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

Visit their website:
http://www.financial-ombudsman.org.uk/