Complaints Policy
On the rare occasion that we do receive a complaint, we take it very seriously.
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1. If you wish to make a complaint, please contact us with the following details:
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Your full name, address, and telephone number
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Any reference number or previous correspondence you’ve had with us
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A clear description of the issue or concern.
You can reach us by post, by telephone or by email, using the details on the home page of our website.
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2. Help with services and products purchased via finance with Tradehelp only:
Please be aware that TradeHelp can only handle complaints relating to products purchased through their finance agreements. They’re unable to assist with any products or services that were not financed through them.
If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
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Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9U
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Telephone: 01978 666887
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E-mail: info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement:
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
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Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
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Telephone: 0300 123 9 123
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
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