By continuing to browse our site, you are consenting to the use of cookies.  Click here for more information on the cookies we use. 

How to Make a Complaint

We pride ourselves in providing an excellent service to our customers but we understand there may be a small number of cases where things have not gone as expected. We take your feedback and any complaints we receive from you very seriously.

We have a formal Complaint Procedure in place which is fully compliant with the Credit Services Association and the Financial Conduct Authority’s requirements.

Make a complaint by phone

Speak to one of our trained agents on
01932 251000

(calls may be recorded for quality and training purposes)

Make a complaint by email

Make a complaint by letter

Send your complaint in writing to:
ARC (Europe) Ltd.
Kent House
Churchfield Road
KT12 2TU

What if I am not happy with your response to my complaint?

If, after receiving a final response from us, you do not feel that your complaint has been dealt with satisfactorily, then you can contact the following organisations:

Credit Services Association

Complaints Department

Alternatively, if your complaint relates to a Consumer Credit Agreement (we will advise you if this is the case) and you are not satisfied with the outcome of our investigation or the handling of your complaint, you can further your complaint to:

The Financial Ombudsman Service