Complaints policy

If you’re unhappy with anything we’ve done, please tell us. We’ll look into it fairly and tell you what we find.

How to complain

• By email: support@creditrights.co.uk
• By post: Complaints, Claim Simple Ltd, The Old Fuel Depot, Twemlow Lane, Holmes Chapel, Crewe CW4 8GJ

Please tell us your name, how we can contact you, what went wrong and what you’d like us to do. If you need us to make any adjustments, for example a different way to communicate, just let us know.

What we’ll do

• We’ll acknowledge your complaint in writing within five working days.
• If we resolve it within three working days, we’ll write to confirm that, and explain that you can still go to the Financial Ombudsman if you’re not happy.
• Otherwise, we’ll investigate and send you our final response within eight weeks. If we can’t, we’ll write to explain why and when we expect to reply.

The Financial Ombudsman Service

If you’re unhappy with our final response, or we haven’t sent one within eight weeks, you can refer your complaint to the Financial Ombudsman Service. It’s free.

• You normally need to contact it within six months of our final response.
• It can usually only look at complaints made within six years of the event, or three years from when you knew (or should have known) you had reason to complain.
• Phone 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Online: financial-ombudsman.org.uk

Complaints about your claim

Once we’ve introduced you, your claim is handled by Recoup, a trading style of Clear Legal Limited, a firm of solicitors. If you’re unhappy with how they handle your claim, please complain to them using their complaints procedure. If you’re still unhappy, you can go to the Legal Ombudsman (0300 555 0333, PO Box 6167, Slough SL1 0EH).

If you’re not sure who to complain to, contact us and we’ll point you in the right direction.

Complaints about your personal information

See our privacy policy. You can also complain to the Information Commissioner’s Office.