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Complaints procedure

We hope you will never have reason to complain about our services, but if you do we will try our best to rectify any issues. Once we have received a complaint, we aim to review and respond to it with an email within 48 hours.

Complaint contact methods

Via phone

0800 180 8559

From 8am to 5.30 pm Monday to Friday

(Calls are free from mobile phones and landlines)

Via email

We always try and get back to you within 48 hours

Send your email to complaints@safetynetmail.co.uk

Via post

SafetyNet Credit
PO Box 1515
High Wycombe
HP11 9JE

You may report complaints in reference to the SafetyNet Credit product, policies or services via any of the above methods.

If you’re still not happy with our response

As a lender our services are subject to the jurisdiction of the Financial Ombudsman Service. If you have a complaint about our service you should write to us and we will endeavour to resolve it as soon as possible. If we do not respond within a maximum of 8 weeks or you disagree with our response, you have the right to refer this agreement to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: 020 7964 1000
Fax: 020 7964 1001
Website: http://www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

FCA Complaints Publication Data

Reporting Period (01/09/2018 ‐ 28/02/2019)

Product/Services grouping:

Other lending

Number of complaints received


Number of complaints closed


Percentage upheld by the company


Percentage closed within 3 days


Reporting Period: 01/09/2018 ‐ 01/03/2019

Percentage of complaints closed within 8 weeks