Making a complaint

At Unfair Credit Direct we are committed to providing an excellent service and if at any time you are not entirely satisfied, we want to hear from you so that we can resolve any issues for you.

First of all the easiest way to resolve your initial concerns are:

Contact Customer Services on 01535 683 450 - Opening hours are Monday to Thursday 9am – 5pm and Friday 9am -4pm (please note we are not open on Bank Holidays)

Email Customer Service - customerservices@unfaircreditdirect.co.uk

If you do have a complaint to make about your experience at Unfair Credit Direct, we will make every effort to resolve the matter informally.

Escalating your complaint

If you are still unhappy you may wish to contact our Compliance Team in writing to:

Customer Relations Manager
Unfair Credit Direct
Orchard House
Aire Valley Business Centre
Lawkholme Lane
Keighley
BD21 3BB

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

What Happens Next?

Once we have received your complaint in writing we will promptly acknowledge your complaint in writing. We do aim to resolve all complaints quick and effectively and undertake a full investigation before sending a detailed response within 4 weeks. If at any point there are any reasons for a delay in our response, we will let you know. If we do not hear from you further within eight weeks we will assume our response has addressed the matter and close our file.

Where we decide that redress is appropriate, we will provide you with fair refund for any acts or omissions for which we are responsible and will comply with Section 5d of our Terms & Conditions. Appropriate redress will not always involve financial redress.

If you are still unhappy with our response

We are committed to ensuring all complaints are fully and fairly addressed. However, if you are still unhappy and dissatisfied with our response, you can refer your complaint to:

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858

You must refer your complaint to the Claims Management Regulator within 6 months of the date on the final response. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.