All of our customers are important to us, and we believe they have the right to fair and courteous service from us at all times. We will endeavor to deal with customer complaints swiftly and helpfully.
If you should have issues to resolve, you may contact us by post, by email or by telephone:
In Writing: Carnegie Consumer Finance Ltd, 100 West George Street, Glasgow, G2 1PJ
By E-mail: customercare@carnegieconsumerfinance.co.uk
By Telephone: 08081 683 527
- We will aim to acknowledge your complaint within 5 working days of receipt of the complaint.
- We will investigate your complaint and endeavor to send a final response within 4 weeks of receipt of the complaint. If we are unable to provide a final response within this time we will send an update.
- We always aim to send a final response within 8 weeks of receipt of your complaint. In exceptional circumstances if we are unable to send a final response within this timeframe, we will write to you explaining why and confirm when we are likely to send a final response.
- If more than 8 weeks from the date of your complaint has passed and a final response hasn’t been issued or you are dissatisfied with the final response, you should write to:Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SRCustomers should refer the complaint to the Financial Ombudsman within 6 months of the date on the final response.