Promptly, and within 5 business days — we acknowledge your complaint
We'll confirm we've received it, tell you who is dealing with it, and explain the next steps.
Complaints
If something's gone wrong, tell us
We take every complaint seriously and use them to put things right and improve. Here's exactly how to complain, what happens next, and how to escalate if you're still unhappy.
You will never be charged for making a complaint, and raising one will never affect how we treat you.
How to make a complaint
Get in touch in whichever way is easiest for you
By post
Complaints Team, Home Credit Ltd, The Annex, The Manor House, Over Compton, Sherborne, Dorset, England, DT9 4QU
What to include
Your name, your agreement or account details, what went wrong, and how you'd like it put right.
What happens next
Our timeline, in the open
We follow the Financial Conduct Authority's complaint-handling rules (DISP). Here's our timeline:
As quickly as we can — we investigate fairly
We look into what happened, keep you updated, and aim to resolve things as soon as possible.
Within 8 weeks — we send our final response
You'll receive our final response in writing. If we can't resolve it within 8 weeks, we'll write to explain why and tell you when you can expect an answer — and your right to go to the Financial Ombudsman Service.
Still not happy?
The Financial Ombudsman Service
If you're not satisfied with our final response, or if 8 weeks have passed since you first complained, you can ask the Financial Ombudsman Service (FOS) to review your complaint. The FOS is a free, independent service for settling disputes between consumers and financial businesses.
How to contact the Financial Ombudsman Service
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You normally need to refer your complaint to the FOS within 6 months of the date of our final response. Referring your complaint to the Ombudsman is free.
Home Credit Ltd is authorised and regulated by the Financial Conduct Authority (FRN 658845) and complaints are handled in line with the FCA's DISP rules.