Feedback/Complaints

We love to hear your feedback, be it good or where we could have done something better. If  you are letting us know that we could have done something better we are sorry you feel that you need to complain but letting us know when you're unhappy gives us the opportunity to put matters right for you and improve our service for everybody.

Your Account Number

This is your NCO reference number this can be found on the top of any correspondence you receive from us.

 

Forgotten your Account Number?

This is your NCO reference number this can be found on the top of any correspondence you receive from us. If you are still unable to locate this please call our team on 0330 060 1006

 

If you’ve made a complaint, we'll confirm that we’re looking into your complaint, and we’ll let you know when you can expect a response.

We will always contact you to discuss our final response, providing an explanation of what we have found, what we plan to do as a result and why we made the decision. This may be over the phone, by email or by letter. 

We aim to deal with complaints as quickly as possible and no longer than 8 weeks. We’ll keep you updated on our progress, but if you need to contact us please call on 0330 060 1122

If you are still not happy with the outcome of your complaint and would like to take this further, you can ask the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.

You can call the Financial Ombudsman Service using the below numbers.

From a UK landline: 0800 023 4567

From a UK mobile: 0300 123 9123

Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.

You can contact the Financial Ombudsman Service (FOS) by email: complaint.info@financial-ombudsman.org.uk

And/or by visiting their website:  www.financial-ombudsman.org.uk

Need to speak to a member of our team?
Please call us on 0330 060 1500
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