This procedure only relates to areas of credit broking and consumer hire
Any complaints related to insurance should contact CityMain
Any complaints related to PayPal or Klarna should contact the relevant provider.
Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.
We want to:
make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint without delay; and
Provide you with the right outcome to your complaint
How & where to complain
If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
In writing – write to us at the address overleaf and address your letter to
Customer Complaints
musicMagpie
First Floor
Stockport Exchange
Railway Road
SK1 3SW
By email – [email protected]
How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
Please see timeframes below:
If we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks, we will:
- Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk