Whilst we aim to provide 100% customer satisfaction at Creditsafe, we understand that we may not always get this right first time.

If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you. We try to make it as simple as possible for you to share your concerns with us, and we want you to be happy with how we handle them as we see complaints as an important way of learning and improving what we do.

Tell us...

Whilst we’re committed to providing products and services of the highest standards, if you’re not satisfied with any aspect of those products or any aspects of our service we’d like to hear from you. Our complaints procedure is designed to give us the opportunity to quickly resolve problems to your satisfaction and to improve our business to avoid future complaints.

So that we can get to the bottom of your complaint we need as much information as possible. To help us do this, please try to include the following information when you contact us:

• Your name
• Company registration number (if applicable)
• Your customer identification number (if applicable)
• A clear description of your complaint
• What you’d like us to do to put things right.

What we will do next…

We aim to resolve your complaint immediately or by the end of the following business day. If we can’t do that, within three working days we will write to you to formally acknowledge your complaint. We will tell you what we’ve done to resolve the problem, or let you know when you can expect a full response.

If you remain unhappy…

If you are dissatisfied with our explanation or resolution, please contact the person who is handling your complaint to explain why and ask them for a further review.  

If we still cannot  reach agreement

Creditsafe Business Solutions Ltd is fully regulated by the Financial Conduct Authority, and any complaint which cannot be resolved may be referred to the Financial Ombudsman Service. If we can’t reach an agreement with you, our Customer Relations team will send you a letter confirming that it is our final response letter. This letter will clearly set out our position in relation to your complaint.  The details of your complaint will always have been considered by our Head of Client Services.

The Financial Ombudsman Service:

However, if you are dissatisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want them to look into your complaint, you must contact them within six months of the date of any final response issued. 

The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us. Please ensure you give us the opportunity to resolve your complaint before contacting them. 

Our procedure is compliant with the FCA rules but if you wish to obtain further information you can contact the FCA as follows:

If you wish to obtain further information you can contact the FCA as follows:

FCA Consumer Helpline: 0800 111 6768 (Freephone), from abroad: +44 20 7066 1000 
Email: consumer.queries@fca.org.uk 
Website: http://www.fca.org.uk/

Details for the Financial Ombudsman Service: 

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR 
Helpline telephone: 0300 123 9 123 
Website: www.financial-ombudsman.org.uk