Complaints Handling

Complaints Handling Policy and Procedures

This document sets out the approach of NextCredit Limited to dealing with customer complaints.

We want to ensure that our customers are happy with our service and will use us again in the future. Contributing to this objective is the way we handle complaints as this is key to our reputation.

We conduct reviews of complaints received and the outcomes of those complaints. Investigating complaints can provide useful insight into the suitability and appropriateness of our internal operating policies and procedures, ensuring they are in line with our customers’expectations.

If you are not satisfied with any aspect of the service you have received from NextCredit Limited, we would like you to tell us your concerns.You can contact us by e-mail, post,in person or by telephone.

Upon receipt of your complaint we will do our best to resolve your complaint by the end of the next business day. If we cannot do this, we will send you an acknowledgement of your complaint within 5 working days and let you know who is dealing with it.

We will write to you (or call you if you prefer) within two weeks to let you know what action we plan to take, and give you an estimate of the date by which we expect our investigation to be complete. We will write to you again, no later than four weeks after receiving your complaint, to let you know the outcome of our investigations, or, if our investigation is not yet complete, when we expect to complete it. We will issue a final response letter within eight weeks of receiving your complaint.

If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint,you can ask us for a review. You should contact our Complaints Manager within two weeks.

You can ask the Financial Ombudsman Service to review your complaint. You should contact the Financial Ombudsman Service within 6 months of receiving our final response letter. You may write to them at the following address: The Financial Ombudsman Service,South Quay Plaza, 183 Marsh Wall, London, E14 9SR, or refer to their website at http://www.financial-ombudsman.org.uk/.