At Experto Credite Ltd we always aim to provide a high level of service and treat our customers fairly and with respect. We recognise, however, that there may occasionally be times when we fall short of the high standards we strive to achieve. If you have a complaint please tell us, so that we can put matters right. We will always investigate complaints fully and aim to provide you with a fair and speedy response. Complaints should be sent to the Senior Complaints Officer, at the appropriate address shown below.
If we cannot resolve your complaint immediately, we will send you an acknowledgement letter within 5 working days.
We aim to provide a full response within 4 weeks.
If you are dissatisfied with the response, you may appeal by writing to the Manager of the Complaints Department at our Bracknell office.
Once our internal complaints procedure has been exhausted, our final decision letter will confirm your right to refer the matter to the Financial Ombudsman Service, if you are still dissatisfied.
Please note that your referral to the Financial Ombudsman Service must take place within 6 months of our final decision letter.
You are also able to contact the Credit Services Association (CSA), if you are still dissatisfied. Should you wish to contact them, you must first complete their complaint form which can be found on their website www.csa-uk.com.