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Home credit
For businesses / Complaints we deal with / Consumer credit
Information for financial businesses about how we deal with complaints about home credit.
Published 05/08/2019 Last updated 08/12/2025
Home and buildings insurance
For consumers / Complaints we can help with / Insurance
How we can help if you’ve got a complaint about your home insurance.
Published 06/03/2019 Last updated 19/11/2025
Mortgage arrears charges
For consumers / Complaints we can help with / Mortgages
How we can help if you have a complaint about mortgage arrears charges.
Published 06/03/2019 Last updated 22/08/2023
How do I complain about PPI?
For businesses / Complaints we deal with / PPI
If you think you’ve been mis-sold PPI, it’s easy and free to complain. Find out how to do it yourself without a claims management company.
Published 25/05/2019 Last updated 26/01/2021
Our expenses policy for directors
Corporate information
Our expenses policy for directors
Published 05/06/2019 Last updated 05/06/2019
How long it takes
For consumers / What to expect
Find out more about how long you can expect it to take once you've sent us your complaint.
Published 02/01/2020 Last updated 16/01/2026
APP fraud and other scams involving authorised payments or withdrawals
For businesses / Complaints we deal with / Fraud and scams
Is the complaint about how your firm handled things when a customer was tricked into an authorised push payment, card payment, or cash withdrawal?
Published 07/10/2024 Last updated 11/11/2024
Diversity and inclusion
Who we are / Our values
How we try to treat everyone we deal with fairly and equally.
Published 13/02/2019 Last updated 23/07/2025
Annual reports and accounts
Who we are / Governance and funding
Our Annual Reports and Accounts give detail about our progress against our strategic aims and objectives each year, together with information about our financial performance and our audited accounts.
Published 04/03/2019 Last updated 07/10/2025
Credit broking
For consumers / Complaints we can help with / Borrowing money
Find out how we can help with complaints about credit broking.
Published 17/07/2019 Last updated 03/01/2023