Complaints Policy

We’re committed to providing the best service we can. If you’re not happy with your experience, please let us know so we can try to make it right.

How to contact us with a complaint

Email is probably the easiest way to contact us but you can also write to us.
By email:

In writing to:
Salary Finance
Scale Space, 58 Wood Lane
W12 7RZ

What happens next?

  1. We will write to you within 5 working days after receiving your complaint to tell you what we have done to resolve the problem, or to acknowledge your complaint and let you know when you can expect a full response.
  2. We will finish our investigation and send you our final response as quickly as we can. Depending on the subject of your complaint and the nature of our investigation, this may take up to 8 weeks. If this is the case, we will keep you updated on our progress.
  3. In our investigation, we will use all necessary correspondence, recordings of calls and any other information available to investigate your complaint.
  4. We will write to you with our final response to your complaint within eight weeks of receiving it.
  5. For complaints relating to our Salary-linked savings service, we will send you a final response within 15 business days or 35 business days in exceptional circumstances.
  6. Our intention is always to address your complaint fully – if you feel that our response to your complaint does not do so, please let us know so we can do our best to address your concerns.

What if you’re not happy with our response?

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, within 6 months of receiving our final response if you are dissatisfied with the outcome or if you have not heard from us within the timeframes set out above. Just so you are aware, the Ombudsman will not be able to consider your complaint if:

  • What you’re complaining about happened more than six years ago, or (if later) more than three years after you became aware (or ought reasonably to have become aware) that you had cause for complaint.
  • You do not refer your complaint to the Ombudsman within six months of the date of our final response letter.