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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 swiftly. We aim to review your complaint and send an acknowledgement email within 48 hours of receipt.

Complaint contact methods

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

Via phone


0800 180 8559

From 8am to 5.30 pm Monday to Friday

(Calls are free from mobile phones and landlines)

Via post


SafetyNet Credit
PO Box 1515
High Wycombe
HP11 9JE


If you’re still not happy with our response

As a lender, our services are subject to the jurisdiction of the Financial Ombudsman Service (FOS). If you have a complaint about our service please contact us and we will endeavour to resolve it as soon as possible. If we do not provide a full and final response within 8 weeks, or you disagree with our response, you have the right to refer your complaint to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
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

1246

Number of complaints closed

1286

Percentage upheld by the company

50%

Percentage closed within 3 days

2.5%


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


Percentage of complaints closed within 8 weeks

99.7%