We're committed to helping our customers, which is why we constantly need your feedback in order for us to keep on improving our service to you.

General feedback

Our dedicated customer service teams are available Monday to Friday between 8:30am and 5:30pm.  

Either call us on 03331 369 347  or email us here

How do I make a complaint?

Call us

Our dedicated customer service teams are available Monday to Friday between 8:30am and 5:30pm.  

Call us on 03331 369 347

Email us

You can email us here. Please make sure you fill out all of the required information so we’re able to help you as efficiently as possible.

Write to us

Alternatively you can put your complaint in writing to:

Customer Service Department
Buy As You View
Kingsway Buildings
Bridgend Industrial Estate
CF31 3RY

What information do I need to provide?

We’d like to resolve your complaint as soon as possible, so in order for us to help you, please provide the following information

  • Full Name
  • Full Address including postcode
  • Telephone Number
  • Date of birth
  • Information outlining your complaint and how you have been affected

What happens next?

Once we’ve received your complaint, we will send you a letter of acknowledgement which will explain our complaints process including when you can expect to hear from us, and your complaint number.  When we’ve completed our investigation, we’ll issue with a final response which will outline our findings, how we reached our decision and what we plan to do as a result.

Please be aware that if your complaint is more complex, we may need more time to investigate. However, we’ll keep you updated throughout the process.

The Financial Ombudsman Service 

If it has taken us more than 8 weeks to resolve your complaint, or you aren’t satisfied with our decision, then you are entitled to take your case to the Financial Ombudsman Service, which is a free service that resolves disputes between customers and financial services institutions. Please be aware that you’ll need to contact the Financial Ombudsman Service within 6 months of our final response letter.

You can contact the Financial Ombudsman Service by:

Phone:  0800 0 234 567

Web:     www.financial-ombudsman.org.uk

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

Post:    Financial Ombudsman Service, Exchange Tower, London, E14 9SR