Complaints

We aim to provide products and services of the highest standard

How to contact us

Your feedback is very important to us and helps improve the service for all our customers. To keep things simple, we have provided some easy ways for you to contact us.

Please be sure to quote your 6-digit Credit Application ID number with your message - this will allow us to find your application quickly.

  • By post

Close Brothers Retail Finance

Complaints Manager, Wimbledon Bridge House

1 Hartfield Road, London, SW19 3RU

What next?

We will always try to respond to your complaint promptly. Where we need time to investigate the matter in more detail, we’ll let you know and provide you with details of our complaints procedure.

If we can’t resolve the matter straight away

If we can’t resolve a complaint straight away we will send you an acknowledgement within five business days. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day. Where possible, we will provide you with a final response within this acknowledgement email.

Complaints that require further investigation

We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement email/letter, or it is necessary to carry out further investigations, we will let you know when we will next contact you.

In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will:

  • Explain why we have been unable to reach a decision
  • Let you know when you can expect our final decision
  • Provide contact details for the Financial Ombudsman Service and explain their service

Our response

Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress and/or what remedial action was taken where this is appropriate. Should you be unhappy about our response, you may refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FOS within six months, unless informed otherwise, using the contact details below:

Request a Demo

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By requesting a demo I agree to Close Brothers Retail Finance contacting me to arrange the demo and sending me relevant marketing offers from time to time.