Our customers are at the heart of our business and we’re committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please put this in writing and send it to the following address:
Hymarc Limited T/A StepStone Credit
Or by email: firstname.lastname@example.org
You can also contact our customer service team by telephone: 0330 390 2039.
Please remember to include these details:
- Your name
- Email address associated to your account.
- A description of your complaint, including supporting documentation
- What we can do to put things right.
We will acknowledge receipt of the complaint within five working days and we hope to provide a final response within four weeks. We will write to you again within four weeks if we are unable to provide a final response within that time period. In any event we will respond to your complaint in full within eight weeks.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to
The Financial Ombudsman Service
London E14 9SR
Telephone: 0300 1239 123
If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.