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Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us

You can make a complaint verbally or in writing:

Letter - Belmont Thornton, Unit B11, Kestrel Court, Harbour Road, Postishead, Bristol, BS20 7AN

Telephone - 0208 212 7377

Email -

Acknowledging your complaint

We will send an acknowledgement within 5 business days from receipt of your complaint.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

Investigating your complaint

Your complaint will be investigated by the customer services manager and overseen by the compliance officer. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.

If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision

We will write to you with a full account of our investigation and our decision.

If you remain unhappy...

Our final response will include details of your options if you are not happy with the outcome of the investigation, or we have been unable to reach a decision within the timescales given.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:-

Legal Ombudsman
PO Box 6804
Tel: 0300 555 0333

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