Complaints Procedure

How to make a complaint

At CLC we aim to provide a high standard of customer service and we observe the standards set out by the Financial Conduct Authority. We take each complaint seriously and we will put things right.

Speak with your agent

The first step is to speak with your agent. You know when they will be calling at your home to collect your repayment so you can talk to them about any problems you may have and they will review this with their manager. If it cannot be resolved by your agent or manager your complaint will be passed onto our Compliance Department who will make contact with you directly.

If you do not have an agent or your agent is not able to help with your complaint you can contact our Compliance Department directly by calling 0113 2630295 or by emailing us at   you could also write to us at CLC Finance, Unit 4, Meadow Court, Millshaw , Leeds , LS11 8LZ

After your complaint is received

We will try to provide a resolution to your complaint.

Most complaints will be resolved within 3 days, although in some cases a little more time may be required to thoroughly investigate the matter.

If we do require more time we will write to you confirming that we are still investigating

By Day 28 (four weeks)

During the investigation we aim to keep you informed.  If we have been unable to provide a full response to your complaint by this time we will write to you with an update.

By Day 56 (eight weeks)

In the unlikely event that we have been unable to resolve your complaint within 56 days we will send you a further update.  This update will include information about how to refer your complaint to the Financial Ombudsman Service.

If we do not resolve your complaint to your satisfaction, or we have not issued a full response within 8 weeks from when you first let us know of your concerns, you may refer your complaint to the Financial Ombudsman Service.

For more information you can click on the link below;

financial-ombudsman.org.uk/consumer/complaints.htm