Complaints Procedure






Complaints Procedure


Propel is committed to placing our customers at the heart of our business. Customer satisfaction and quality of service are of paramount importance.

However, we recognise that sometimes things can go wrong. When they do, we want to know about it and will do our utmost to put things right.

How to make a complaint

By Telephone 

We would love to speak with you regarding your concerns. For the fastest response, please give our team a call on 01633 415 222.

If you choose to call us, all calls are recorded for training & monitoring purposes and to collect & process personal data in accordance with the terms and conditions of your agreement.

A copy of our Privacy Policy can be found on our website together with our Fair Processing Notice:

By Email

 [email protected]

Please include as much information as possible, as this will help us to resolve your complaint quickly and efficiently.

By Post

Private and Confidential
The Complaints Resolution Team
Propel Finance PLC
Unit 5
Langstone Business Village
Langstone Park
Newport, NP18 2LH

How Do We Deal With Your Complaint?

If you’re satisfied that we’ve resolved your complaint within three working days of receiving your complaint, we will follow up with a short letter (Summary Resolution communication) confirming that the complaint has been closed.

If we can’t resolve the complaint by the fifth working day, we’ll send you a ‘written acknowledgement letter’. This will include the contact details of the person looking into your complaint, along with a reference number.

During our investigation, we may contact you for further information (if required) and to update you on the progress of our investigation.

If we find that the complaint refers in part to the actions of a third party, we will refer it to the relevant company and ask them to complete an internal investigation and provide us with a summary of their findings. If we find that a third party is solely responsible for the complaint, we will notify you in writing that we have referred it to them, and they will then respond directly back to yourselves.

How long will the process take?

We try to resolve all complaints as quickly as possible, but some complaints may take longer than others.

We aim to send you our Final Response Letter within 8 weeks of receiving the complaint, but in the unlikely event that your complaint remains unresolved at this time, we will advise you in writing as to why we cannot offer you a response and when we expect to be able to do so.

Within our Final Response Letter, we will provide you with the outcome of our investigation based on the information available to us.

What to do if you’re unhappy with the outcome 

If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – subject to their eligibility criteria.

The Financial Ombudsman Services will only look into your complaint if we have been given the opportunity to put things right first, so please contact us before approaching them.

Please be aware that your complaint will need to be referred to them within six months of the date of our Final Response Letter or Summary Resolution Letter, using the contact details below.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]