Our aim is to provide the highest service standards to every customer, and it is important to us that all complaints are resolved quickly and to the satisfaction of our clients.
This document explains how we deal with complaints and tell you what you can do if a complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, please do not hesitate to contact us.
You can contact us by telephone or in writing (letter or email) and your complaint will be resolved by the appropriate person in the shortest possible time.
To help us to investigate and resolve your complaint as quickly as possible, you should in the first instance contact the person or department that you had been dealing with.
To help us resolve your complaint you will need to provide the following information:
- Full name and contact information
- Full details of your complaint
- Your agreement details
- Explanation of what you would like us to do to resolve your concern
- Photocopies of any relevant paperwork
We will aim to resolve your complaint immediately; however, sometimes this may not be possible. In the Unlikely event that we are not able to resolve your complaint by the third business day after it is received, we will keep you informed of the progress of our investigation and provide a full response in writing providing our findings and the action to be taken.
If you have a regulated finance agreement with us and are not satisfied with our final response, you may be eligible to refer the complaint to the Financial Ombudsman Service. This you must do within six months of our final response.
When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Services explanatory leaflet.
If you have any questions in relation to our complaints handling procedure, please contact James Bligh who will be happy to assist the matter.
Bear Credit, Office 5, Broadland House, 46 Pinbush Road, Lowestoft, Suffolk, NR33 7NL
Phone: 01502 473319