I would like to make a complaint. How can I do this?

To make a complaint over the phone, call:
0330 175 6825*

Calls are charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Our lines are open Monday-Friday: 9am-6pm and Saturday: 9am-4pm. Calls may be recorded or monitored for training and security purposes and to help us manage your account.

Write to our Complaints Team at:
Customer Services Department,
NewDay Ltd,
PO BOX 700,
LS99 2BD

Please ensure we have your most up to date contact details, including a daytime telephone number or your mobile number, so that we can contact you to discuss your complaint should we need to do so.
NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk.

Our promise
When we receive your complaint, we promise to:

• Update you regularly about your complaint (please make sure we have your most up-to-date mobile number so we can do this)
• Let you know within five days that we've received your complaint, if it hasn't already been resolved
• For complaints relating to making payments and transactions, try our best to resolve your complaint within 15 working days from the date when we receive it. In exceptional circumstances it may take up to 35 working days, but we'll let you know if this is the case
• For all other complaints, write to you within four weeks if we haven't managed to resolve your complaint
• Try our best to deal with your complaint within eight weeks. If we need more time, we'll let you know

Following our response
We always aim to resolve your complaint. However, if you feel we haven't done this, please let us know so we can understand if there is anything more we can do. You can contact us using any of the ways listed above.
If you haven't received a reply from us within the timescale we promised, or if you've received it and you're still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response or from the deadline when you should have received it to do this.
Please see timescales below:

• 35 working days for complaints relating to making payments and transactions
• Eight weeks for all other complaints

*Opening times are 9am-7pm Monday to Friday and 9am-5pm Saturday. Please have your account number ready when you call. You can find your account number within emails and an SMS sent to you by Argos Pay shortly after opening your account.
Calls are charged at the standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

Who is the Financial Ombudsman Service?
The Financial Ombudsman Service (Ombudsman Service) is an external body that plays a key role in the complaints process. The Financial Ombudsman is an impartial and independent organisation formed to help settle individual disputes between consumers and financial services businesses without taking sides.

How can I contact the Financial Ombudsman Service?
The Financial Ombudsman Service can only investigate your complaint if:

• You have already tried to resolve it with us first
• It relates to making payments or transactions and you raised it more than 35 working days ago, or it's another type of complaint and you raised it more than eight weeks ago

You can contact the Financial Ombudsman in the following ways:
complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service,
Exchange Tower
London, E14 9SR