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We aim to provide high-quality products and consistent service at all times. If, however, you are not satisfied with the service you have been given, please get in touch. Feedback is invaluable as it ensures we regularly review our service, so we can make enhancements as required to improve the customer experience.
You can contact us verbally over the phone or in writing if preferred. Our contact details are:
By Phone: 0344 736 9836
Our Contact Centre advisors are here to take your call between 8.00am and 6pm, Monday to Friday.
By Email: Click here to contact us
By Post: Quality Control, Premium Credit Limited, Ermyn House, Ermyn Way, Leatherhead KT22 8UX
Our Contact Centre Team will make every effort to resolve your complaint within your initial call to us. If this is not possible then your complaint will be referred to one of our Team Leaders who will aim to resolve this for you.
Where a more detailed investigation is required one of our Customer Care Representatives in our Quality Control Team will acknowledge your complaint in writing within 5 working days of receiving your complaint. Where possible, we will provide you with a full response within this acknowledgement letter.
To help us handle your complaint quickly please quote the agreement reference number which starts with a ‘C’ or a ‘D’ printed on any correspondence you have received from us.
If we are unable to resolve your complaint within 5 working days
Our Customer Care Representatives will fully investigate your complaint, and endeavour to resolve it within 3-5 working days.
If we are unable to resolve your complaint within 3-5 working days, we will acknowledge receipt of your complaint in writing, explain why our investigation needs to be continued and provide you with our complaints process.
Further investigation will continue, and we will aim to provide you with a full response within 8 weeks of your initial complaint.
If in the unlikely event we have not been able to provide you with a final response to your complaint by eight weeks, we will send you a further letter explaining why we have not been able to reach a decision, we will let you know when you can expect our final response and provide you with contact details for the Financial Ombudsman Service.
If your complaint is not resolved after 8 weeks, or you are not satisfied with the final response that’s been given, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response given to you.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstance.
You can contact the Financial Ombudsman Service on the following details:
By Phone: 0800 023 4567 or 0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs).
By Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
By Email: firstname.lastname@example.org
By Web: www.financial-ombudsman.org.uk