PO Box 5469
If you have received a letter from us or wish to discuss your account, please check your most recent correspondence for the contact details of the company that is managing your account on our behalf. They will be happy to help you.
+44 (0)800 130 0169
Monday to Friday 8.30am - 6pm
Saturday – 9am to 1pm
Closed Sundays and public holidays.
Fax: +44 (0)845 459 4817
Making a complaint
We will deal with your complaint in an efficient manner, in accordance with the Financial Conduct Authority’s procedures and guidelines. To enable us to deal with your complaint promptly, we request you contact:
Arrow Global Limited
Templer, 25 Templer Avenue
Telephone: 0800 130 0169 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs). Calls may be recorded for quality and training purposes.
Please provide your full name, full postal address and your Arrow Global reference number.
Please set out the facts of your complaint in the order of events including the date and time the problem arose. Please ensure where possible you enclose copies of any relevant correspondence and other evidence.
Acknowledging your Complaint
If your complaint cannot be resolved by the close of three business days following its receipt, we will send you a written acknowledgement of your complaint within five working days of receipt and a full investigation will follow.
We will provide a copy of this document on request and when acknowledging a complaint.
Investigating your Complaint
Your complaint will be investigated diligently and will be assessed competently and impartially. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.
If we have reasonable grounds to be satisfied that another organisation may be solely or jointly responsible for the issues raised, we will forward the complaint, or the relevant part of it, to that organisation. We will write to you to confirm our actions and provide contact details of the organisation concerned.
From receipt of your complaint we will meet the following timeframe:
If we are unable to provide you with a final response within this time, we will send you an update and explain why we have been unable to respond fully.
If more than eight weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you receive you can contact the Financial Ombudsman Service. Their contact details are:
Financial Ombudsman Service (FOS)
The Financial Ombudsman only has jurisdiction in respect of Eligible Complaints as defined by the Financial Conduct Authority rules and we can not guarantee that you are an Eligible Complainant. In any event, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter. An explanatory leaflet will also be provided which provides further information about the Financial Ombudsman Service.
If you are not considered an eligible complainant and remain dissatisfied with our final response, you can contact the Credit Services Association:
Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Newcastle Upon Tyne