If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact one of our branches with your details and a description of your problem. We are here for you Monday to Friday from 9.00am – 5.00pm.


Chat to us via:

  • livechat on our website,
  • Facebook messenger
  • Chat on Google messenger

Call us:

  • Calne – 01249 464999
  • Swindon – 01793 683883

Email us:

Write to us:

  • 7 William Street, Porte Marsh Industrial Estate, Calne, SN11 9BN


However you contact us, we will:


  • Send you an acknowledgement to let you know we’ve received your complaint within 5 working days
  • Ensure all relevant follow up actions are taken
  • Keep you informed of progress
  • Provide you with our intended resolution within twelve weeks or provide an explanation as to why this isn’t possible


It is important that you provide the following information:


  • Your name, address, email address and contact telephone number
  • A copy of your guarantee
  • Any relevant photographs of the issue if possible and applicable


The Financial Ombudsman Service

If you are not satisfied with the outcome of our investigation, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.

You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.

You can contact the Financial Ombudsman Service:

In writing:

  • The Financial Ombudsman Service Exchange Tower London E14 9SR

By telephone:

  • 0800 023 4567

By email: