Our Complaints Procedure

At JJ Home Credit Ltd we are committed to providing a high level of Customer Service. We believe in treating customers fairly, with understanding, honesty and respect, ensuring that customers are at the very heart of our business at all times.

What is a complaint?

A complaint is an expression of dissatisfaction with the services provided by JJ Home Credit Ltd. We always hope that we can maintain complete customer satisfaction, however if you wish to make a complaint, you can proceed as follows.

Step 1: Making a complaint

If you feel your agent is not able to help with the complaint, you can contact us by phone, email or letter (details above). When you contact us, please give us full details and include information (if you have it) about the product or service you have found to be dissatisfactory.

• A contact name
• Your full postal address, phone number and e-mail address (if you have one)
• Any relevant agreement or customer numbers
• A clear description of the complaint and what you would like us to do to sort things out

Step 2: How your complaint is dealt with

After your complaint is received, we will give your complaint our immediate attention in order to resolve your complaint quickly and to your satisfaction. You will receive regular updates on its progress and we will send you a final response within eight weeks (56 days) of receiving your complaint.

Although we will try to resolve your complaint as quickly as possible, there are times when we may require more time to properly investigate your complaint. The timescales and stages are set out below:

7 days

If you have chosen to contact the Agent, they will review your complaint with a member of our management team and, if the matter can be resolved at local level, will aim to get your complaint resolved within 7 days of receiving your complaint.

If you have contacted us directly through email, letter or by phone, the complaint will be dealt with by a member of our management team. If the matter can be resolved at local level, we will aim to get your complaint resolved within 7 days of receiving your complaint.

28 days

If your complaint cannot be resolved at local level, it will be passed to our Customer Experience Team who will contact you directly. The Team will aim to get your complaint resolved within the next 28 days of receiving your complaint.

56 days

If we are unable to resolve your complaint within 56 days from when we first received your complaint, or if you are unhappy with the final resolution offered, you may refer your complaint to the Financial Ombudsman Service (FOS).