Complaints Policy

We do our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction. To help us do so quickly and efficiently, please contact us with:

• your name and address
• your account number
• a telephone number if you would like us to call you
• details of your complaint, including relevant references and dates.

Please contact us at the following address:

Complaints Officer
Aldermore
Crown House
Manchester Road
Wilmslow
SK9 1BH

Or phone us on: 0333 321 1000
Or email us at: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

What you can expect from us

Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement confirming receipt of your complaint, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post within seven business days.

If we need more time to look into your complaint, we will:

• tell you who is personally dealing with it
• keep you updated on our progress
• provide you with a written explanation of the reasons for the delay and tell you when we will respond in full

If you’re still not happy

If we are unable to issue a final response within eight weeks from receipt of your complaint, or you are not happy with our final response for any reason, you may refer the matter to the Financial Ombudsman Service. You will need to do this within six months of our final response.

For more information:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.financial-ombudsman.org.uk