Complaints Procedure

As an organisation, we strive to ensure that we deliver the best levels of customer service. However, if you are not happy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our Complaints Procedure is designed to be quick, simple and fair.

HOW TO MAKE A COMPLAINT

If you are unhappy with the service you have received from a team within Callcredit Information Group, you can register a complaint directly with our Customer Relations team for investigation, either verbally or in writing.

INFORMATION TO PROVIDE

It is important that you provide us with as much information as possible. In your complaint to us, please include the following:

  • Full Name
  • Full Address
  • Date of Birth
  • Email Address
  • A clear description of your complaint
  • Any documentary evidence to support your complaint
  • What outcome you require
  • Any relevant reference numbers

HOW WE DEAL WITH YOUR COMPLAINT

We will investigate your complaint in accordance with our internal complaints procedure:

  • Whether your complaint is made verbally or in writing, you will be contacted via email or letter to confirm we have received your complaint and that it is under investigation. 
  • You may also be contacted if we require further information. 
  • On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.
  • Once we have issued our final response, we will not enter into any further correspondence regarding your complaint unless asked to do so by the regulator.

OUR CONTACT DETAILS

Email: customer.relations@callcreditgroup.com 

Address:
Customer Relations
Callcredit Information Group
One Park Lane
LEEDS
LS3 1EP

EXTERNAL APPEALS PROCESS

If you are unhappy with our final response you can contact one of the following organisations dependent on the nature of your complaint:

Financial Ombudsman Service 
Exchange Tower 
LONDON 
E14 9SR 

Telephone: 0300 123 9 123 

Email: complaint.info@financial-ombudsman.org.uk

Information Commissioner’s Office
Wycliffe House
Water Lane
WILMSLOW
SK9 5AF

Telephone: 0303 123 1113

Direct Marketing Commission 

DMA House
70 Margaret Street
LONDON
W1W 8SS

Telephone: 020 7291 3350

RESPONSE TIMES

We will look to deal with your complaint as soon as possible and respond to you in a timely manner. As a minimum:

  • We will acknowledge any written complaint within 5 days.
  • For all cases, either verbal or written, will aim to provide a final response within 8 weeks.
  • If we are not able to provide a final response within 8 weeks we will explain why and indicate when we will be able to provide a final response.