How to make a complaint


We're here to help

At RateSetter we put our customers’ best interests first. We recognise that award winning customer service is not just about the good times, it’s about how we help you when things don’t go as planned. That’s why if we make a mistake, we promise we’ll go out of our way to make it right.

How to get in touch

If you are unhappy with any aspect of our service and would like us to look into your concerns, please do not hesitate to get in contact. You can:

  • E-mail us at [email protected] or

  • Telephone us on 020 3142 6226 or

  • Write to us at RateSetter, 6th Floor, 55 Bishopsgate, London, EC2N 3AS


If you have a Motor Finance Hire Purchase agreement that starts with a V, then please:

  • E-mail us at [email protected] or

  • Telephone us on 01162 716 737 or

  • Write to us at RateSetter, 1 The Osiers Business Park, Laversall Way, Leicester; LE19 1DX


If you are making your complaint in writing, please give us as much information as possible including:

  • Your name

  • Your account number

  • A summary of your complaint and

  • The best way to contact you if we need more information

What happens next?

We will always acknowledge receipt of your complaint within 3 working days. If you don’t hear from us within that time, feel free to check-in with us. When we acknowledge receipt of your complaint, we’ll assign you a personal complaint handler. We will give you the name and contact details of the complaint handler and clearly set out the next steps. We will always get back to you as soon as we can, but at the very latest you’ll have a Final Response within 8 weeks of your initial contact. If for any reason we don’t think we can meet that deadline, we will contact you to let you know.

If you are still not happy

If you are still not happy, you can refer your complaint to the Financial Ombudsman Service. You can contact them:

There is also an online dispute resolution platform created by the EU Commission which allows you to submit your complaint through a central site which will forward the complaint to the right dispute resolution scheme. In the UK, this is the Financial Ombudsman Service. You can also contact them directly using the above contact details. Alternatively you can visit the online dispute resolution platform site at


If you have any questions about this procedure or anything else, please do not hesitate to contact us on 0203 142 6226.