Customer Complaints

How Do I Complain?

We are really sorry you are unhappy and we want to put that right.
Our aim is to resolve your complaint as quickly as possible – so we have two dedicated teams to deal with your complaint, to get it right first time - whatever the nature of it.

If you have a complaint about a delivery, goods or our customer service, please contact us on:

If you have a complaint about anything related to a credit account, financial service or insurance, please contact us on:

If you prefer, you can write to us at:

Complaints Department, JD Williams - 40 Lever Street, Manchester. M1 1BB

For us to be able to resolve your complaint as quickly as possible please ensure you include the following information, along with a summary of your complaint:

Your Name, *Account Address, *Account Number & contact details

*If you are not a JD Williams customer then please provide your name, summary and contact details

Credit Complaints

In the unlikely event that we cannot resolve your credit related complaint you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567
Tel: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

You can obtain more information regarding the Financial Ombudsman Service at their website:

www.financial-ombudsman.org.uk

Other, Non Credit Complaints

If after following the complaints process you feel that we have not satisfactorily resolved your complaint then you have the right to refer the dispute to the EU's Online Dispute Resolution Platform.


You can obtain more information regarding this at the website:

https://webgate.ec.europa.eu

Our Complaints Process

We aim to get it right first time, but if we make a mistake we'll try to put it right promptly.


If you have a complaint, please contact us on the details above and one of our team will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome quickly. If we need to investigate further, we'll confirm receipt of your complaint within 5 working days and, in most cases, resolve the problem within 4 weeks.


Complex complaints can take a little longer. In this case, we'll always let you know when to expect an answer. If, together we have not reached an agreement within 8 weeks, we'll give you an update and provide information regarding the Financial Ombudsman Service, whose details are also above.

You can view the Complaints Publication Report for J D Williams & Company Limited clicking here

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