How to complain

If you would like to make a complaint, please get in touch with us using the contact details on this page.

We aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong. When this happens we encourage customers to tell us about it so we can aim to put things right. We will do all we can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

Coronavirus

If the coronavirus (COVID-19) has had an impact on your income, you might be concerned about keeping up with your mortgage payments.

Please don’t worry. We have ways to help, until things get back to normal.

Help and Support

Make a PPI complaint

If you have a concern about how your PPI (Personal Protection Insurance) policy with us was sold, please visit our PPI complaints page.

PPI complaints

Phone us

0345 609 4343  (+44 131 5499012 from outside the UK)

Most concerns can be resolved by our Contact Centre staff. If they are unable to do so, the complaint will be passed to a specialist team. 

Our lines are open Monday to Friday, 8am to 8pm, and Saturday, 8am to 4pm. We are closed on Sundays and bank holidays. 

Write to us

Intelligent Finance
Customer Relations
PO Box 890
Leeds
LS1 9UG

When we write to you, we will send you a summary of our complaints procedures. You can request a copy of these procedures at any time.

Email us

If you are registered online with us, you can use our secure e-mail form to send us your complaint. Please log in to your plan and select 'Contact us'.

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  • We will send you an acknowledgement letter within five working days of your complaint being received by us. If our investigations are not completed within four weeks, we will confirm by letter the reasons for the delay.

    If our investigations have not been completed within eight weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service. We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered to Intelligent Finance customers via a third party, you may wish to contact them directly.

    The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response;

    • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
    • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.
  • We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You don't need to use a CMC and they'll typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged.

  • We are committed to resolving complaints whenever possible. If we are unable to resolve your complaint, we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service offers a free, independent review service.

    You can contact them at:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Telephone: 0800 023 4567
    Email: enquiries@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

  • Sometimes things can, and do, go wrong. When this happens we encourage customers to tell us about it so we can aim to put things right. We will do all we can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

    We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with Intelligent Finance.