For 110 years we have worked hard to ensure that our customers are treated fairly and that they will always consider using Careys Personal Credit should they require a loan. We always try to ensure that we work with integrity and transparency to ensure we deliver the very highest standards of service.

However, sometimes things do go wrong and we need to find out why. On these occasions, if a customer feels they have not received a satisfactory standard of service, we aim to investigate and resolve any complaints at the earliest opportunity. If you wish to make a complaint we will…

• Ensure that making a complaint is as easy as possible
• Deal with your complaint fairly, promptly and treat your complaint seriously
• Make sure we learn from your complaint and as a result improve the level of our service.

How to complain

If you are dissatisfied with an element of our service then you should contact us at [email protected].

Should you wish to speak to us you may do so by calling 01642 85022 and request to speak to either Phil Carey or Paul Allison.

Alternatively, you may write to us at the following address:

Careys Personal Credit
1-3 Kensington Road
Linthorpe
Middlesbrough
TS56AL

Please note, should you raise your complaint with us over the telephone we will make every effort to resolve the matter while speaking to you. If you remain dissatisfied with the outcome we will undertake to investigate the matter further and provide you with a written response.

Response time

We will acknowledge your complaint quickly and in any event within five (5) working days of it being received by our complaints team. Your complaint will be handled by one of the complaints handling team and they will issue you with an outcome of the investigation. We will attempt to both resolve your complaint through investigation and to respond to you with the outcome within four (4) weeks of receiving your complaint. If it looks as though our investigation may take longer than eight (8) weeks we will provide with an update on our progress. We always try to issue a final response letter within eight (8) weeks.

If you are not satisfied with the outcome

We are committed to providing the best possible outcome. However, should you feel dissatisfied with our final response you can refer your complaint to the Financial Ombudsman Service within six months of our final response to your complaint.

If we have not issued you with a final response within eight (8) weeks, you have the right to have your complaint dealt with by the Financial Ombudsman Service (“FOS”).

You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website www.financial-ombudsman.org.uk at Exchange Tower, London, E14 9SR, or call 0800 023 4567 or email [email protected].

You may also submit your complaint for conciliation to our Trade Association, the Consumer Credit Association ("CCA") by writing to them at the Consumer Credit Association, 1 Minerva Court, Minerva Ave, Chester CH1 4QT. Your right to complain to FOS is independent of your right to take your complaint to the CCTA. You are not required to approach the CCTA before FOS.

You are also able to use the European Commission’s Online Dispute Resolution platform (ODR), which allows you to make a complaint about online purchases. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here http://ec.europa.eu/consumers/odr/.

Further sources of information and advice that are freely available to you, include local Trading Standards Department and the Citizens Advice Bureau – www.adviceguide.org.uk. To find your local office, look in your phonebook.

Comments and suggestions

If you have any other queries relating to our services or perhaps any suggestions you would like to put forward please contact us.Please note, Careys cannot be held responsible to the content of external websites.

Please note, Careys Personal Credit cannot be held responsible for the content of external websites.