How to make a complaint?
To make a complaint, please fill in our contact us form, supplying as much relevant information as possible and click to submit. This is a secure form aimed to facilitate quick and easy communication. Your message will be passed directly to our complaints team to investigate your issue and try to make things right.
Email us at complaints@steponefinance.co.uk
Please don’t include any sensitive information such as security details, card details etc.
Monday-Friday 9:00 am – 5:30 pm
Call us on 01483 661 100 to make a complaint over the phone.
Premier House
15 – 19 Church Street West
Woking
Surrey
GU21 6DJ
You’ll need to tell us your name, address and account details. If you’re happy for us to contact you by telephone, please include a daytime contact number.
What happens next?
We’re committed to resolving complaints and helping make things right for our customers. We’ll make every effort to resolve a complaint as soon as possible and keep you informed of the progress, and in all cases, send a final response within 8 weeks of receipt of any complaint.
Please get in touch with us if you need your response to be sent in an alternative format, such as large print, audio, or Braille.
What will we do with your complaint? A copy of our complaints procedure can be found here.
Are you not satisfied with our response?
If you’re unhappy with our final response to your complaint, you can refer your complaint to the Financial Ombudsman Service, which offers a free and independent review service.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial‐ombudsman.org.uk.
To contact the Financial Ombudsman Service, call them for Free on 0800 023 4567, write to Exchange Tower, Harbour Exchange, London E14 9SR or email complaint.info@financial-ombudsman.org.uk.
You must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response.