Complaints

At Credit Style we treat all expressions of dissatisfaction from clients and their customers seriously and we want to hear your feedback so that we can respond effectively and make improvements where necessary.

We encourage you to speak to the Credit Style team dealing with your account in the first instance and if you are not satisfied with the resolution offered, please ask to speak to a member of our management team. If  you prefer to raise your concerns in writing, please use the contact us section of our website or write to us at the above address.

Complaints about Credit Style

If you are dissatisfied with or wish to complain about action taken by Credit Style, we will investigate and respond to you in accordance with our complaints procedure.

Complaints Procedure

  1. We treat all complaints seriously and we will conduct a full investigation of your complaint. As you can appreciate this could take some time.
  2. Although we will always investigate and resolve complaints as soon as possible, we will always respond to complaints within 8 weeks even if we are still investigating.

If you are dissatisfied with the final response you have received (at any stage of the process) you can escalate the matter by emailing or writing to our compliance team who will review the matter and respond within 14 days. Please write to:

Compliance Team
Credit Style Limited
PO Box 4312
Sheffield
S1 9ET

Or alternatively you can use the contact us section of our website.

If the dissatisfaction raised with us is about the relationship between our client and their customer, we will assist the resolution of this by forwarding the details to our client so that they can either respond directly or through us. If the dissatisfaction is a denial of liability for a debt, or a claim that there is a reason for withholding payment, we will work with you and our client to resolve the dispute.

Alternative Dispute Resolution

If you have followed our Complaints Procedure and you are still unhappy with our response, then depending on the nature of your complaint there are two available options.

Credit Services Association

Credit Style is a full member of the Credit Services Association and abides by its Code of Conduct.

If the account does not relate to a Consumer Credit Agreement and you are not satisfied with the final response that we send to you after we have followed our complaints procedure, you may refer your complaint to the Credit Services Association. You can contact them and find out more information on their website www.csa-uk.com/complaints

Complaints about Consumer Credit

Credit Style is regulated by the Financial Conduct Authority for agreements formed under the Consumer Credit Act 1974 (as amended).

If the account relates to a Consumer Credit Agreement, such as a loan or finance agreement and you are not satisfied with a final response that we send to you after we have followed our complaints procedure, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman will deal with complaints referred to it within 6 months of the date of our final response. You can contact them and find out more information on their website www.financial-ombudsman.org.uk