Complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

Make it easy for you to tell us what went wrong

Give your complaint the attention it deserves

Resolve your complaint fairly without delay

Make sure you are satisfied with how your complaint was resolved

The principle assigned to deal with complaints is

Customer Relations
50five (UK) Limited
Unit 3B Broom Business Park
Bridge Way
Chesterfield
Derbyshire, S41 9QG

Tel No: 0800 612 5050
https://www.50five.com
Company Registration No: 04169491
FRN: 673031

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person

Call into our office at the address shown below under customer complaints. We are open Monday to Thursday from 8.00 am – 6.00 pm, Friday 8.00 am - 5.30 pm and Saturday 9.00 am - 12.00 pm.

In writing

Write to us at the address below under customer complaints and address your letter to The Customer Complaint Manager.

By telephone

Call us on 0800 612 5050 during our office hours and ask for the Customer Services Department.

By email

Use the email address shown below in the customer complaints section.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

Why we have not resolved your complaint;
Who is dealing with your complaint; and
When we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 0800 612 5050 and ask to speak to the person handling your complaint.

If we cannot reach agreement with you?

If we can’t agree a solution with you within eight weeks, we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

Issue our final decision letter, which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. The Financial Ombudsman Service’s contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk.

Customer Complaints

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Telephone: 0800 612 5050

Email: customerrelations@50five.co.uk

50five (UK) Limited
Unit 3b Broom Business Park
Bridge Way
Chesterfield
Derbyshire S41 9QG