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Complaints Procedure

Complaints Procedure

At we aim to provide you with the highest standards of service. However, sometimes things can wrong, and when this happens we encourage our customers to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

Our complaints procedure is designed to ensure that each complaint is dealt with fairly. We aim to resolve all complaints within the first 24 hours. However, if this is not possible, then we will acknowledge your complaint within 5 days of receiving it, investigate the matter further and resolve within 4 weeks. All complaints should be resolved within 8 weeks, and if this is not possible a letter will be sent confirming the reason.

If you have a complaint you should contact us on 0161 871 4671, email to or write to us at:

Customer Relations Manager,
218 Bury New Road,
M8 8DY,
United Kingdom

Register a complaint

CCTA is committed to campaigning for ethical lending, through its comprehensive Code of Practice. Our code demonstrates our continuing efforts to raise the standards, and increase the visibility and credibility of the credit industry.

All CCTA members agree to abide by the code when they join the association. We operate a free Complaints Conciliation Service for anyone who has a dispute with one of our members.

It is an effective way of dealing promptly, sympathetically, and fairly with potential problems.

Through our council, we monitor the compliance of members to the code, and issue an annual certificate as a condition of recruitment and renewal.

We aim to offer reassurance to the public that all companies allied to CCTA, trade with integrity or risk expulsion from the association.

If you have an issue with one of our members, and would like us to act as conciliator, please contact us to register your complaint

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint within 8 weeks of receiving it, or you are not satisfied with the outcome you have the opportunity to refer the complaint to the Financial Ombudsman Service within 6 months of our final response. We will provide you with details of how to refer your complaint to the Financial Ombudsman Service in our written response. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible, free and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR