Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know — and we'll work to put it right.
Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know. We will investigate your complaint and aim to resolve the issue as quickly as possible. We also use feedback to help us improve our service.
If you wish to make a complaint, please contact us with the following details:
You can reach us by post, by telephone or by email, using the details on the home page of our website.
If you require us to communicate with you in a different format (such as large print, braille, or by phone), please let us know and we'll do our best to accommodate you.
We aim to resolve your complaint straightaway and write to you to confirm, but if we can't then we will write to you within three business days to tell you:
We will keep you informed on a regular basis but if you need an update please contact us and ask to speak to the person handling your complaint.
If we can't agree a solution with you within eight weeks of receiving your complaint, we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision; or we will issue our final decision letter which will explain our final position.
This step applies only to complaints relating to products purchased via finance, if you remain dissatisfied.
If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or progress of the complaint, you have the right to refer your complaint to the credit provider/s and/or the Financial Ombudsman Service.
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
If you are not satisfied with the broker's/lender's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service.
Further details can be found on the Financial Ombudsman Service website.
We're here to help. Get in touch with Andy directly and we'll work to resolve things as quickly as possible.