Customer Complaints Statement

We are committed to resolving complaints effectively and as quickly as possible. In the event that you wish to make a complaint please call us on 01943 873277 or email Alternatively, you can post your complaint in writing to Creditas Financial Solutions Limited, 72 Otley Road, Guiseley, West Yorkshire, LS20 8BN

We will initially acknowledge your complaint. Please note we have 8 weeks to respond to you with a final decision, although we will keep in contact with you during this to update you with the progress of our investigation.

Our investigation will include:

  • A full assessment of the nature of your complaint
  • If a third party is involved (such as the dealership or lender) a detailed response will be requested
  • How the complaint can be resolved
  • If the complaint shall be upheld and if any action or redress is required to you.

All evidence gathered will be assessed fairly in line with the Financial Ombudsman service guidance in order for us to make a decision regarding your complaint.

Upon receipt of your complaint we will issue you with an acknowledgement letter detailing how we will proceed with your complaint and keep you updated at all times.

A final response will be issued within 8 weeks of receipt of the complaint, if we have been unable to resolve the complaint within this timescale for whatever reason we will inform you of our position and why we are not able to make a final response at this time and advise you of when we will be able to provide you with a final response.

If you are dissatisfied with the delay or do not agree with our decision you may refer your complaint to the Financial Ombudsman:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Telephone: 0300 123 9123

Complaints regarding discretionary commission agreements

Following the FCA announcement on the 11th January 2024 that it would be undertaking a review of historic discretionary commission arrangements in the motor finance market, the current 8 week deadline to respond to your complaint is currently paused.

During this pause we shall continue to investigate any complaint relating to discretionary commission but we may not respond with a final response until the Financial Conduct Authority (FCA) have concluded their investigation which is anticipated by the end of September 2024 at the earliest.

Further information regarding the investigation can be found including further information on your rights to refer the Financial Ombudsman (FOS)