Complaints Procedure

As an organisation, we strive to ensure that we deliver the best levels of customer service. However, if you are not happy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our Complaints Procedure is designed to be quick, simple and
fair.

HOW TO MAKE A COMPLAINT

If you are unhappy with the service you have received from a team within TransUnion (Formerly Callcredit), you can register a complaint directly with our Customer Relations team for investigation, either verbally or in writing.

INFORMATION TO PROVIDE

It is important that you provide us with as much information as possible. In your complaint to us, please include the following:

HOW WE DEAL WITH YOUR COMPLAINT

We will investigate your complaint in accordance with our internal complaints procedure:

OUR CONTACT DETAILS

Email: customer.relations@callcreditgroup.com

Address:
Customer Relations
TransUnion (formerly Callcredit)
One Park Lane
LEEDS
LS3 1EP

EXTERNAL APPEALS PROCESS

If you are unhappy with our final response you can contact one of the following organisations dependent on the nature of your complaint:

Financial Ombudsman Service 
Exchange Tower 
LONDON 
E14 9SR 

Telephone: 0300 123 9 123 

Email: complaint.info@financial-ombudsman.org.uk

Information Commissioner’s Office
Wycliffe House
Water Lane
WILMSLOW
SK9 5AF

Telephone: 0303 123 1113

Direct Marketing Commission 

DMA House 
70 Margaret Street 
LONDON 
W1W 8SS

Telephone: 020 7291 3350

You also have the right to seek recourse through the courts.

RESPONSE TIMES

We will look to deal with your complaint as soon as possible and respond to you in a timely manner. As a minimum: