Important Information about Credit-Score and our services.

Complaints Procedure
At Credit-Score we always aim to provide a high standard of service, and ensure our
customers are treated fairly, however, we understand that there may be times when our
customers may be unhappy. In such cases we welcome feedback and the opportunity to put
things right. We aim to ensure that all complaints are handled and resolved as quickly as
possible, and we always aim to provide satisfaction to our customers wherever possible.

Making a complaint

You can make a complaint to us in a number of ways:
1. By telephoning 0330 838 7002
2. By emailing hello@credit-score.com
3. By Sending a message here
4. By writing to the Complaints Department, Credit-Score.com, Bank Chambers, Market Place, Stockport, SK1 1AR.

Please provide us with as much information as possible so that we can understand and
investigate your complaint efficiently. This information should include:
• Your full name and address.
• A daytime contact telephone number.
• Full details of your complaint including statement of fact **;
• Your user account details.
• Details of what you would like us to do to put things right;
• Photocopies of any relevant paperwork.
** Please be aware from your statement of fact should it appear likely that you purposely
withheld information or gave us information you knew to be false on your account

application we may enter an investigation into whether the Signup was indeed fraudulent
and if so, may pass the details over to the Police Action Fraud hotline for investigation.

How we will deal with your complaint

We will endeavour to resolve your complaint quickly; however, this might not always be
possible. In that event we will send you a written or electronic acknowledgement of your
complaint within 5 business days of receipt.
Within eight weeks of receiving your complaint, we will endeavour to provide you with a Final
Response Letter. If, however we are not in a position to do so we will write to you explaining
why we are still unable to give a final response, giving the reasons for the delay, indicating
when you should expect to receive a final response and providing details of your right to
refer your complaint to the Financial Ombudsman Service, if you are dissatisfied with the
delay.

How we will deal with any redress

Should your complaint be partially or fully upheld, then any redress owed to you will firstly be
offset against any debts owed to us, and thereafter will be paid directly to you. We will never
pay any redress to any third party or claims management company regardless of their terms
and conditions or any contractual agreement you may have made with them.

Financial Ombudsman Service

If after complaining to ourselves and receiving our Final Response Letter you are still not
satisfied, then you can refer the complaint to Financial Ombudsman Service for further
advice and guidance – this must be done within 6 months of your receipt of our Final
Response Letter.

You can contact the Financial Ombudsman Service as follows:
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Online: https://www.financial-ombudsman.org.uk