Complaints Policy

At Apex Credit Management delivering excellent service is something that we strive to maintain and exceed. We are committed to treating our customers in an ethical and fair manner, however, despite our best efforts things can go wrong and when they do we want to know so that we can rectify them.

In the unfortunate circumstance that you need to make a complaint, please write to:

Complaints Manager
Apex Credit Management Limited
Apex House
27 Arden Street
Stratford upon Avon
Warwickshire CV37 6NW

Upon receipt of your complaint, we will deal with it promptly, effectively and in a positive manner and will always endeavour to meet the following schedule:

By day 5 we will investigate your complaint and send a final response. If your complaint cannot be resolved immediately you will receive an acknowledgment letter, giving details of the person who will be handling the complaint and who will complete a thorough investigation.

By week 4, or upon conclusion of our investigation, we will send a final response. If we are unable to resolve your complaint, for example if we are awaiting information from another party, we will send a letter updating you with our progress.

By week 8, or upon conclusion of our investigation, we will send you our final response. In the unlikely event that we are unable to respond, we will send you a letter updating you with our progress.

Should you feel that your complaint has not be concluded to your satisfaction following this procedure, you may refer the matter to the Financial Ombudsman Service within six months of our final response. Their details are:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Website: www.financial-ombudsman.org.uk
E-mail: complaint.info@financial-ombudsman.org.uk
Telephone: 0300 1239 123

Alternatively, we are a member of the Credit Services Association (CSA) who can also act as mediator. Their details are:

Credit Services Association Ltd
Wingrove House
2nd Floor East
Ponteland Road
Newcastle upon Tyne NE5 3AJ
Website: www.csaconsumers-uk.com
Telephone: 0191 286 5656

To download our ' Resolving your complaint with us' leaflet, please click here.