Contact


Customer enquiries

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.

Mailing address

Arrow Global

PO Box 5469
Manchester
M61 0LW
United Kingdom
 

General enquiries

Tel: +44 (0)800 130 0169
Monday to Friday 8.30am - 5pm
Closed weekends and public holidays.

Email: queries@arrowglobal.net
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

Complaints Department

Capella Building,
60 York Street
Glasgow
Lanarkshire
G2 8JX

Telephone: 0333 003 0303.
Calls may be recorded for quality and training purposes

Email:
customerresolution@arrowglobal.net

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:

  • By Day 28 - Investigate your complaint and provide you with a response within 28 days. If it is not possible to resolve the complaint within 28 days, for example your complaint may involve us obtaining information from our client or another party; you will be advised of our progress status.
  • By Day 56 – In the unlikely event that your complaint has not been resolved at an earlier date, we write to you with a final response letter setting out our conclusions.

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:

Address

Financial Ombudsman Service (FOS)

Exchange Tower
London
E14 9SR
 

 

Website: www.financial-ombudsman.org.uk

Tel: 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
0800 023 4 567 (calls to this number are now free on mobile phones and landlines)

E-mail: complaint.info@financial-ombudsman.org.uk

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
Great Park
Newcastle Upon Tyne
NE13 9BA