If you ever find the need to complain to us, and we sincerely hope that you will not have cause to, we will endeavor to resolve your complaint in the shortest possible time and will follow the process below. Details of how to contact us are on the [Contact us] page on this website.

  • We will endeavour to resolve all complaints by the end of the third working day following the complaint – generally, if you telephone with a complaint, we will try to resolve it on the same call
  • If we are unable to resolve your complaint by the end of the next working day, we will write to you within 5 days of your complaint, acknowledging its receipt
  • We have 56 days from the date of receipt of the complaint to investigate the complaint and respond to you. We will however endeavor to resolve your complaint well within this time
  • We will investigate your complaint and write to you with a Final Response* within 28 days of the date of the complaint
  • If we are unable to do this we will write to you with an update
  • We will then write to you with a Final Response within 56 days of the date of the complaint
  • If we are unable to do this we will write to you with an update, and at this point you can take the complaint to the Financial Ombudsman Service if you are dissatisfied with our response

* The Final Response will either uphold or not uphold your complaint, and contain details of what we intend to do to resolve the issue if we have upheld it. If you are unhappy with our Final Response, you can then take your complaint to the Financial Ombudsman Service if you wish to pursue it further. The FOS’ details are:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

website: www.financial-ombudsman.org.uk

email: complaint.info@financial-ombudsman.org.uk

phone: 0800 023 4567 or 0300 123 9123

If your complaint is about an account which is not covered by the Consumer Credit Act (such as an outstanding bill or membership), the FOS will not be able to consider your complaint. However, we are members of the Credit Services Association (CSA), and if you are unhappy with the outcome of your complaint to us then you can refer your complaint to them. Their details are:

Credit Services Association

2 Esh Plaza

Sir Bobby Robson Way
Great Park
Newcastle Upon Tyne
NE13 9BA

tel: 0191 217 0775

website: http://www.csa-uk.com/

 

JC International Acquisition, LLC (JCIA) is authorised and regulated by the Financial Conduct Authority, Firm reference number 717872. Data Protection registration number Z230078X. Services for JCIA are provided in the UK by Creditlink Account Recovery Solutions, Ltd (CARS), which is registered in England and Wales with company registration no: 4296927, registered office at: Midpoint, 5th Floor, Alencon Link, Basingstoke, Hampshire, RG21 7PP.

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