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Making a complaint is a simple process:

1. Raise the issue with us
2. We will investigate
3. We will resolve your complaint

Learn more about the Complaints process

If you would like to raise a complaint issue with us, you can contact the Complaints Team via any of the ways below.

Send an email
contactus@hoistfinance.com
Please provide your reference number and your preferred contact number in the body of your message.
Call our Complaints Team
You can get in touch by calling our dedicated Complaints Department who will help you with any issue you may have experienced.
Call 0800 028 5721
Call between 8am - 8:30pm Monday to Friday,
or 9am - 4pm Saturday.
Write to us
Address
Complaints Department, Hoist Finance
Limited Quays Reach,
Carolina Way, Salford, M50 2ZY

We will try to resolve your concerns fully, however if you feel they have not been addressed you may be entitled to approach one of the following organisations. This must be done within 6 months of receiving our final response.

The Financial Ombudsman Service ("FOS"). If applicable, we will enclose a FOS leaflet with our final response to you.
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.
0800 023 4567 www.financial-ombudsman.org.uk
Email : complaint.info@financial-ombudsman.org.uk

The Information Commissioner will deal with complaints regarding the protection of your data.
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
0303 123 1113 or 01625 545745 www.ico.org.uk

The Credit Services Association ("CSA") will deal with complaints in relation to the CSA Code of Practice for Debt Collection Agencies.
Credit Services Association, 2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle Upon Tyne, NE13 9BA.
0191 217 0775 www.csa-uk.com Email: complaints@csa-uk.com

The above schemes act independently as a resolution service for customers with unresolved complaints.

Hoist Finance Limited is an appointed representative of Hoist Finance UK Limited. Our complaints data is available below.

Complaints Data

In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. We aim to resolve all complaints within eight weeks and if complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.

Jan - Jun 2020 Complaints Received Complaints Closed Complaint Upheld Complaints per 100 accounts
Credit related 1696 1835 28% 1.00
Total 1696 1835 28% 1.00
Jul - Dec 2020 Complaints Received Complaints Closed Complaint Upheld Complaints per 100 accounts
Credit related 1760 1729 477 1.18
Total 1760 1729 477 1.18