Customer Care Tell us how we’ve done We try our best to deliver a great customer experience, and we love to hear how well we’ve done. However, we understand that sometimes things go wrong, and we want to hear about that too so we can make things right. Please find the complaints form at the bottom of the page if you wish to register a complaint with us. Our commitment to you Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome. The Customer Resolution Team All complaints will be dealt with fairly and impartially, and all information that you provide will be treated confidentially. Once we have received your complaint, we will do everything we can to resolve it quickly. If we can resolve your complaint within 5 business days following the day we receive it, we will confirm the outcome in a letter to you and explain how you can refer to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of your complaint. For the more complex issues we may need more time to investigate, and if this is the case, we will acknowledge your complaint within 5 business days of receipt of your complaint outlining the next steps and when you can expect to hear from us. We will provide you with a reference number for your complaint in case you need to contact us. We will contact you to discuss your complaint should we need further information from you. Our aim is to resolve your complaint within 8 weeks from when we first received it, and once resolved we will send you a Final Response Letter. If we are unable to resolve your complaint within 8 weeks, our letter at this time will explain why and give you a timescale of when we think we will be able to send you a final response. This letter will also include your Financial Ombudsman Service rights. To ensure we can contact you if we need too, please make sure we have a valid email address and contact telephone number. You can send us this information via the complaint form found at the bottom of the page. Financial Ombudsman Service (FOS) If you are not satisfied with our final response or we have not been able to resolve your complaint within 8 weeks of receipt, our letter will; explain you are able to refer your complaint to the Financial Ombudsman Service (FOS). If you do refer to the FOS you should do so within 6 months of the date of your letter. The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly using one of the links below. The contact details for the FOS are: The Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: 0800 023 4567 FOS website: financial-ombudsman.org.uk Finance & Leasing Association As a member of the Finance and Leasing Association we are required to comply with the Lending Code, which summarises how you can expect to be treated when applying for credit. If you believe that we have not complied with an aspect of the Code, you can send your details via email code@fla.org.uk. Please note, however, that the FLA will not be able to comment or advise on individual complaints or disputes. They will also not be able to reply to you or to advise you of the outcome of our consideration of any reported breaches. If you wish for a complaint to be investigated by an independent adjudicator, you should refer your complaint to the Ombudsman as detailed above. See also the European Commission’s Online Dispute Resolution website for cross-border transactions: ec.europa.eu/consumers/odr How to contact us If you want to make a complaint or make an enquiry, it is important to us that we deal with your request as quickly and efficiently as possible. In order to do this we need specific information to locate your account. You can do this by completing the web form below with as many details as possible. Write to us at: Creation Customer Resolution Chadwick House, Blenheim Court, Solihull B91 2AA Customer Care Details Personal Details Address Details Contact Details Please complete the web form below with as many details as possible. Please select one of the following I would like to make a new complaint Please provide full details Save and Next Useful Links Customer Care Know Your Customer Data Protection Notice Data Subject Rights Request Modern Slavery Statement Open Banking FLA Lending Code Cookie Policy Terms and Conditions Accessibility Persistent Debt Legal Information Get in Touch Card customers 0371 376 9214* Loans customers 0371 402 3419* Finance agreement customers 0371 402 8905* Insurance (incl. motor) customers 0371 376 9200* *Calls may be recorded. Calls charged at basic rate. The number provided above may be included as part of any inclusive call minutes provided by your phone operator. Creation Financial Services Limited provides and is the issuer of credit cards. Registered Office: Chadwick House, Blenheim Court, Solihull, West Midlands B91 2AA (England - company number 1091883). Authorised and regulated by the Financial Conduct Authority. Registration Number 313153 Creation Consumer Finance Limited provides personal loans. Registered Office: 4th - 6th floor Wellington Buildings, 2-4 Wellington Street, Belfast, BT1 6HT (Northern Ireland - company number NI032565). Authorised and regulated by the Financial Conduct Authority. Registration Number 311518 Creation is the trading name for both Creation Financial Services Limited and Creation Consumer Finance Limited. © Creation 2021 We use cookies on our site. Cookies can help us to improve our service by collecting data to understand how people use our site. By allowing all cookies, we also enhance your user experience by helping you find information more quickly and tailoring content or marketing to your needs. Selecting “Accept All Cookies” gives us your consent to use all cookies on our website. Selecting “Cookie Settings” allows you to personalise which optional cookies we can deploy. 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