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Complaints

At Welcome Finance we are committed to always giving you excellent customer service.

In the first instance, please contact your account holding branch for any account related queries;

  • I would like to make a payment
  • I am having trouble making payments
  • What is my balance/account number?
  • How long do I have left on my loan?
  • I would like to set up/amend a direct debit.

If your account holding branch cannot help you and you want to escalate your query or if you have a complaint that they have been unable to resolve to your satisfaction, please contact:

Customer Relations
Welcome Finance Customer Services
Mere Way
Ruddington Fields Business Park
Ruddington
Nottingham
NG11 6NZ

Telephone 0333 999 9510

Email: info@wfs.co.uk

To download a copy of our Complaints Handling Procedure please click here.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if you are not satisfied with our resolution, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is free and independent, and they can help settle disputes between consumers and financial services businesses. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

If you would like the Financial Ombudsman Service to look into your complaint, you should contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively you can phone them on 0300 1239 123, or e-mail them at complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk