How we handle your complaint

The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.

• 0345 322 7006*
• [email protected]
• Customer Relations Manager
  Idem Servicing
  PO Box 16619
  Solihull, B91 9TU

*calls may be recorded for training and monitoring purposes

If we’re able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

• Let you know the outcome of our investigation
• If appropriate, advise you of what we intend to do to rectify the problem
• If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

If you decide to refer your complaint after we’ve issued our final response, you should do so within six months of the date on our final response letter.

Alternatively, you can refer your complaint to the Credit Services Association who also provide a free independent service to help resolve complaints.