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For guaranteed quality and exceptional service call us today on 0800 146 786

Customer Complaints

If you are not satisfied with any aspect of our service or products please tell us about your complaint Telephone : 0161 6229460 Email : Address : Dean House Plc Suthers Street Oldham OL9 7TH

Step by Step Complaints Procedure

If you're not completely happy with our service we'd like to hear about it - that way we can do something to put it right. We do everything we can to make sure our Customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right. We want to : - make it easy for you to tell us what went wrong - give your complaint the attention it deserves - resolve your complaint fairly without delay - make sure you are satisfied with how your complaint was resolved

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways ;

In writing - write to us at the address above and address your letter to the Customer Services Manager

By telephone - call us on 0161 622 9460 / 0161 622 9462 during our office hours and ask for the Customer Services Department. Office Hours are: Mon - Fri 9am - 5.30pm Sat 9am - 1pm Sun Closed.


By Email - use the email address above and either quote your B number or postcode to help us find your details.


How long will it take

We aim to resolve your complaint straight away but if we can't we will write to

you within 5 business days to tell you :

 - Why we have not resolved your complaint

 - Who is dealing with your complaint

 - When we will contact you again


We will usually resolve your complaint quickly but if it is complex it may take longer.


We will keep you informed on a regular basis but if you need an update please call us on 0161 622 9460 / 0161 622 9462 and ask to speak to the person handling your complaint


If we can't agree a solution with you within 8 weeks, we will ;

 - Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision


 - Issue our final decision letter which will explain our final position

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However if after receiving our final decision letter or if 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are:

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

Or you can telephone them on : 0800 023 4567

Or email them at :

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.


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