Please get in touch with our Customer Finance Team by

Email: customerfinance@ofl.co.uk

Telephone: 0800 440 2279

Writing:
Customer Finance Team
Oak Furnitureland,
Unit DC2,
Viscount Way,
South Marston Ind Estate,
Swindon,
Wiltshire
SN3 4TN

Or by using the form below:

When writing to us, please include full details of your complaint, as well as your full name, customer account number and first line of address.

Our Customer Finance Team aim to resolve all complaints as quickly as possible, so it would be helpful if you provide a contact telephone number and the best time to call to discuss your complaint. Complaints handled by our Customer Finance Team are usually resolved within 3 business days from receipt. If our Customer Finance Team are unable to resolve your complaint, it will be passed to our Customer Finance Manager, who will acknowledge your complaint within 5 business days. We’ll keep you informed at each stage of your complaint. We aim to issue our final response within 8 weeks from receipt of your complaint. If we are unable to resolve your complaint within 8 weeks, we will explain why and tell you when we expect to be able to resolve it. If we have provided our response to your complaint or been unable to resolve it within 8 weeks and you remain unhappy, as you do not feel it has been resolved to your satisfaction, you may be able to refer your complaint to the Financial Ombudsman Service.

The Ombudsman will only consider your complaint if you have given us the opportunity to resolve it first. We will confirm your right to refer to the Ombudsman and provide their contact details in our final response. The Financial Ombudsman Service’s contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
www.financial-ombudsman.org.uk

Following these procedures will not affect your right to take legal action.

Finance Complaint Form

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