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Complaints
Make a complaint
A.
To make a complaint over the phone, call:
0330 175 6815*
Calls are charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Our lines are open seven six days a week, Monday-Friday: 9am-6pm and Saturday: 9am-4pm. Calls may be recorded or monitored for training and security purposes and to help us manage your account.
Write to our Complaints Team at:
Customer Services Department,
NewDay Ltd,
PO BOX 700,
LS99 2BD
Please ensure we have your most up to date contact details, including a daytime telephone number or your mobile number, so that we can contact you to discuss your complaint should we need to do so.
NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. Our promiseWhen we receive your complaint, we promise to:
If you haven’t received a reply from us within the timescale we promised, or if you’ve received it and you’re still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response or from the deadline when you should have received it to do this.
Please see timescales below:
Financial Ombudsman Service,
Exchange Tower
London, E14 9SR0800 0 234 567 free for people phoning from a ‘fixed line’ (for example, a landline at home) or 0300 123 9 123 free for mobile phone users who pay a monthly charge for calls to numbers starting with 01 or 2 number cost no more than calls to 01 and 02 numbers.Further details about the Financial Ombudsman Service will be given with our final decision letter.
0330 175 6815*
Calls are charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Our lines are open seven six days a week, Monday-Friday: 9am-6pm and Saturday: 9am-4pm. Calls may be recorded or monitored for training and security purposes and to help us manage your account.
Write to our Complaints Team at:
Customer Services Department,
NewDay Ltd,
PO BOX 700,
LS99 2BD
Please ensure we have your most up to date contact details, including a daytime telephone number or your mobile number, so that we can contact you to discuss your complaint should we need to do so.
NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. Our promiseWhen we receive your complaint, we promise to:
- Update you regularly about your complaint (please make sure we have your most up-to-date mobile number so we can do this)
- Let you know within five days that we’ve received your complaint, if it hasn’t already been resolved
- For complaints relating to making payments and transactions, try our best to resolve your complaint within 15 working days from the date when we receive it. In exceptional circumstances it may take up to 35 working days, but we’ll let you know if this is the case
- For all other complaints, write to you within four weeks if we haven’t managed to resolve your complaint
- Try our best to deal with your complaint within eight weeks. If we need more time, we’ll let you know
If you haven’t received a reply from us within the timescale we promised, or if you’ve received it and you’re still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response or from the deadline when you should have received it to do this.
Please see timescales below:
- 35 working days for complaints relating to making payments and transactions
- Eight weeks for all other complaints
- You have already tried to resolve it with us first
- It relates to making payments or transactions and you raised it more than 35 working days ago, or it’s another type of complaint and you raised it more than eight weeks ago
Financial Ombudsman Service,
Exchange Tower
London, E14 9SR0800 0 234 567 free for people phoning from a ‘fixed line’ (for example, a landline at home) or 0300 123 9 123 free for mobile phone users who pay a monthly charge for calls to numbers starting with 01 or 2 number cost no more than calls to 01 and 02 numbers.Further details about the Financial Ombudsman Service will be given with our final decision letter.