Making a complaint is a simple process:
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.
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
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
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
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
The above schemes act independently as a
resolution service for customers with unresolved
Hoist Finance Limited is an appointed
representative of Hoist Finance UK Limited. Our
complaints data is available below.
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.