Complaints
Making a complaint.
We understand that sometimes, despite our best efforts things go wrong and here at Advantis we really value your feedback. Letting us know when you are not happy with our service provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.
How to make a complaint.
By Telephone.
By telephone: You can call us on 01782 401100 between the hours of 8am – 7pm Monday to Friday or 8:30am-1pm Saturday.
By Post.
You can send your complaint to the following address
Advantis Credit Ltd – Complaints Department, Minton Hollins Building, Shelton Old Road, Stoke-on-Trent, Staffordshire, ST4 7RY.
By Email.
You can email your complaint to admin@advantiscredit.co.uk
What happens next?
Once you’ve made a complaint, we’ll send you an acknowledgement within 48 hours to confirm that it has been received, that we’re looking into the complaint and when you can expect to receive a response.
We aim to deal with complaints as quickly as possible, and you should normally receive a final response within 10 working days from the date that your complaint was received.
If for any reason this is not possible, we will contact you to explain the reason for the delay and the expected date of response. This will ideally be within 4 weeks of the complaint but will never exceed 8 weeks from the date we received your complaint.
What happens if I am not happy with the response?
We’re sorry if you’re not happy with the response you’ve received. If your account is covered by the Consumer Credit Act (credit card, store cards, loans and insurance accounts) and you wish to take your complaint further, you can refer it to the Financial Ombudsman Service (FOS).
FOS is a free, independent service for resolving disputes between customers and financial service institutions. You’ll need to contact them within 6 months of our final response letter – and they’ll ask to see the letter as summary of our investigation of your complaint.
For more information about the Financial Ombudsman Service visit: www.financial-ombudsman.org.uk
Or contact them:
By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0234567 or 03001239123
Email: complaint.info@financial-ombudsman.org.uk
If your complaint does not relate to a financial services account (e.g. water, government body, telecoms or energy accounts) and you are dissatisfied with the response you have received, you may refer it to our trade body, the Credit Service Association (CSA). For more information please see www.csa-uk.com. Alternatively, you can contact them:
By post: 2 Esh Plaza, Siry Bobby Robson Way, Great Park, Newcastle-Upon-Tyne, NE13 9BA.
By phone: 0191 217 0775
