We aim to offer the best possible service at all times. If we have let you down, please get in touch so we can put things right. Your complaint will be handled sensitively and will not impact your ability to obtain credit from us in the future. We aim to acknowledge all complaints, and provide details of who will be dealing with it, the same day it is received (or the next working day, if received outside of normal business hours). We also aim to resolve all complaints in as timely a manner as possible. How long it takes to provide a final response will largely depend on the nature of your complaint and whether any other information is required. Most of our complaints are resolved within 2 weeks, and we will give you an idea of the expected timescales in our first response. Should a complaint take longer than expected to resolve, we will keep you updated on our progress throughout.

How to make a complaint

Phone: 0203 434 3488 (Available 9:00 - 18:00, Monday - Friday. Outside of these hours send us an email and we can call you back.)

Email: complaints@iwoca.co.uk

Write To Us:

Complaints Manager iwoca Ltd 247 Tottenham Court Road London W1T 7QX

Please make sure to include your account details as well as details of how you would like us to reply.

If you are unhappy with how we have responded to your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Please be aware that this option is only available to private individuals (not acting in the course of their business) and micro-enterprises. Learn more at www.financial-ombudsman.org.uk.