Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Your access to online Multi Agency Credit Reports, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.

Financial Ombudsman Service

What is the Financial Ombudsman Service?

The Financial Ombudsman Service is an independent referee who sorts out problems that remain unsolved through normal complaint procedures. The decision of the Ombudsman is usually binding on the provider of financial services but does not affect the statutory rights of consumers. They look at complaints about a wide range of financial matters – from insurance and mortgages to investments and credit.

While they aim to resolve matters informally, it can take between six and nine months to achieve a resolution with some disputes. They will initially give the business the chance to deal with the customer`s complaint and will only become involved if subsequently required.


Q: How do I contact the FOS to raise a dispute?

A: The “how to complain” section on the Financial Ombudsman Service site details everything you need to do to raise a dispute.

Q: Do they deal with PPI repayments?

A: They do, you’ll find all the information you need on their site including forms, tips on how to start the process and previous case studies. PPI is to date the most complained about financial product to the Financial Ombudsman Service, followed by Payday Loans.

Jargon Buster

Use the links below and the resulting list of terms on the right to locate the term you are looking for. If you can't locate it, please get in touch.

A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z