How to make a complaint

If you need to make a complaint, there are a few ways of getting in touch.

Call us: 01865 475 050

By post:

Customer Relations
Oodle Financial Services Ltd
Fletcher House
Oxford Science Park

Our complaints process

We aim to deal with your complaint as soon as it arises, however in some instances we may require more time to carry out our investigation. We have outlined our response timeline below and how we keep you updated on our progress:

We aim to resolve your complaint within three working days of receipt. If we are able to resolve your complaint within this timescale, a letter will be issued to you and your right to refer to the Financial Ombudsman Service will be included.

If we have not resolved your complaint within three working days, we will:

By day 5

Acknowledge your complaint in writing within five working days of your complaint being received. 

By day 28 (Four Weeks)

If we have been unable to provide a full response to your complaint by day 28, we will write to you again to confirm our investigations remain on-going.    

By day 56 (Eight Weeks)

In the unlikely event of us not being able to provide you with our final response within 56 days (eight weeks), we will write to you with a progress update and will also include details on how to refer your complaint to the Financial Ombudsman Service.

Our final response to you will clearly set out how we investigated your complaint, our decision and any remedial action appropriate to your individual circumstances.

If you're not happy with our final decision

You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free independent and impartial intermediary body that investigates complaints between individual customers and companies when they are not able to resolve the complaint between them. 

How to get in touch with the Financial Ombudsman Service:

Financial Ombudsman Services (FOS).

The Financial Ombudsman Service

Exchange Tower


E14 9SR