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How to make a complaint

We're trying to build a better way to borrow. If we get something wrong, we'd like you to tell us, so we can put things right.

How to make a complaint

You can make a complaint via e-mail, phone, or snail mail. All channels will be free of charge, or just cost you the normal rate voice or data allowance, or postage that you would otherwise generally pay. We will never charge anyone to make a complaint. Tell us what happened in as much detail as you can.

To make a complaint via e-mail (which is usually the easiest way), please send an e-mail with “Complaint” as a subject to info@creditspring.co.uk.

When we've received your complaint

If you make a complaint electronically, we'll automatically log your complaint into our complaints register. You'll get an email to let you know that's happened, and somebody from the Creditspring team will look into it. If you put your complaint in a letter, or make a complaint via the telephone, we will send you a receipt of your complaint via email.

Getting to the bottom of the problem

When we receive your complaint, we'll do our best to investigate it quickly and fairly. We'll try to find out what the problem was, and see if we're at fault. We'll also see what can be done to resolve your complaint. Please allow us up to two working days to investigate your complaint, or for us to request more time.

If your complaint is especially serious, or demands the attention of a senior member of the team, we'll involve them as soon as possible.

Making things right

In all cases, we'll respond to your compliant via e-mail. For minor issues, we will send you an email letting you know we've looked into the problem and let you know of any improvements we intend to make.

For something more serious (a complaint related to your membership or your loans, for example), somebody from the Creditspring team will reach out to you personally to explain how we're addressing your complaint.

For the most severe type of complaints, somebody from the Creditspring team will immediately notify the company directors. A committee is formed to work out what went wrong, and to decide what the next steps should be. Once a solution has been found, a senior member of the Creditspring team will reach out to you, and a suggestion as to what should happen next.

In some cases, we might receive a complaint due to the actions of a third party. If this is the case, we'll let you know in our response, with information on how to raise a complaint with them.

If we resolve your complaint within three days, we will send you a “Summary Resolution Communication.” If it takes us longer than that to resolve your complaint, we will send you a “Final Response.” In both instances, we will inform you of your right to refer your complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the way we handled your complaint.

Escalation & dispute resolution

If, after we have marked your complaint as resolved, you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a new review and try to get it sorted.

Alternatively, you can contact the Financial Ombudsman Service (FOS), who will independently review your case for free.

Contact details are found below:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

You can find further details of the service offered by the FOS at http://www.financial-ombudsman.org.uk/.

You may also find their consumer leaflet with further information at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.