Making a complaint
If something has gone wrong, we want to know. Telling us is free, it will not affect your agreement, and you do not need to use a claims company or a solicitor to complain to us.
How to complain
The quickest way is our contact form, which sends your complaint straight to the right team.
Contact usYou can also write to us at:
StepExComplete HQ, 2 Bridge Court
Kingsmill Road, Saltash
Cornwall, PL12 6LS
What to tell us
It helps if you can tell us:
- what happened, and when
- what you would like us to do to put it right
- your Account ID, if you have one
Send us anything you think supports what you are telling us. If you do not have all of this, still get in touch — we will ask if we need more.
What happens next
We will acknowledge your complaint promptly.
We will look into it and write to you with our answer. We aim to do that as quickly as we can.
If we have not been able to give you our final answer within eight weeks, we will write to you explaining why, and tell you that you can take your complaint to the Financial Ombudsman Service if you would like to.
If you are unhappy with our answer
If you are not happy with our final response, you can ask the Financial Ombudsman Service to look at your complaint. The service is free and independent of StepEx.
You normally need to contact them within six months of the date of our final response.
Financial Ombudsman ServiceExchange Tower
London
E14 9SR
0800 023 4567
complaint.info@financial-ombudsman.org.uk
financial-ombudsman.org.uk
Referring your complaint to the Financial Ombudsman Service does not affect your right to take legal action.
Complaints about your course or your education provider
StepEx provides the finance for your course. We are not the provider of the course itself. If your complaint is about teaching, course content or how the course has been delivered, raise it with your education provider first.
If you think what has happened with the course affects your finance agreement, tell us as well and we will look at it.