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Complaints Procedure

Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should contact us immediately, so that we can do our best to resolve the problem for you.

How To Contact Us

Post: Compliance Officer, Creditline Financial Ltd, 4b Tesla Court, Innovation Way, Lynch Wood, Peterborough, Cambs PE2 6FL

Tel: 01733 393399


Acknowledging your complaint

Our aim is to handle your complaint fairly and quickly, particularly ensuring that we understand the nature of your complaint.

Upon receipt we will acknowledge your complaint within 2 working days either by letter or email.  We have eight weeks to investigate your complaint and provide you with a final response, however, we will endeavour to issue our final response as soon as we can.  We may contact you during the course of our investigation to clarify any points made in your complaint that we are unsure of, in order to provide you with a transparent and completed final response.

Should you be unsatisfied with our final response, or if a complaint is not resolved after 8 weeks you can have your complaint looked at by the Claims Management Ombudsman.

The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within 3 years of when you found out you may have reason to complain.  If you wish to refer your complaint to the Claims Management Ombudsman, you must do so within 6 months of the date of our final response.  If you would like more information about the Claims Management Ombudsman, their contact details are as follows;

Claims Management Ombudsman
Exchange Tower
E14 9SR

Tel: 0800 023 4567


To comply with the Online Dispute Regulations we have provided you with the following links; 1. 2.