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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. Whilst we are sorry to hear of such cases we would like to understand what has happened in order to assist in putting things right and resolving the matter. We would encourage you to contact our Customer Support Team on 01932 251 000 to discuss your concerns with one of our trained agents.

We have a formal Complaint Procedure in place which is fully compliant with the Credit Services Association and the Financial Conduct Authority’s requirements. If you would like to make a complaint please forward full details of your complaint to our office using the following contact details:


By Telephone:        

01932 251 000

By Post:

ARC (Europe) Ltd.
Kent House
Churchfield Road
Walton-on-Thames
Surrey
KT12 2TU

By Fax:

01932 251 012

By Email: customers@arceuropeltd.co.uk

We try to resolve all our telephone complaints on the same day we receive them (or by the end of the next business day if the telephone call takes place after 5.30pm or on a Saturday). However, if your complaint cannot be resolved or your complaint is received in writing, we will send you a formal acknowledgment within 5 working days confirming your complaint has been received and is being investigated by our Compliance Department.

We will keep you informed of the progress of our investigation and send you a Final Response to your complaint within 8 weeks.

If you are not satisfied with the outcome of our investigation or the way we handled your complaint, you can contact our trade association:

Credit Services Association
Complaints Department
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA

Telephone: 0191 217 0775

Email: complaints@csa-uk.com

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
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123 (phone lines are open from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays)

Email: complaint.info@financial-ombudsman.org.uk