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TIMEFRAME

Our commitment to resolution

8 Weeks

For product or service-related complaints, we'll strive to address them within 8 weeks of receiving your initial complaint. If we encounter any delays, we'll keep you informed about the progress and your options.

The Financial Ombudsman Service

While we endeavour to resolve all complaints internally, if you remain unsatisfied after receiving our final response, you have the option to escalate the matter to the Financial Ombudsman Service.

This independent service provides free advice and investigates most financial services complaints. Remember to contact them within 6 months of receiving our final response letter.

Contact the Financial Ombudsman Service at:

Financial Ombudsman ServiceExchange Tower, London, E14 9SR

Find contact details

Complaints Data

Complaints received and dealt with by

Tandem Motor Finance Limited

from the 1st January 2024 to 31st December 2024

Tandem Motor Finance Limited

Credit related

Number of complaints opened by volume of business

Provision ⁽¹⁾ (at reporting period end date)

Intermediation (within the reporting period)

42.4

N/A

Number of complaints opened

1085

Number of complaints closed

758

Percentage closed within 3 days

37%

Percentage closed after 3 days but within 8 weeks

55%

Percentage upheld

40%

Main cause of complaints opened

Commission (454)

⁽¹⁾ Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by

Tandem Home Loans Limited

from the 1st January 2024 to 31st December 2024

Tandem Home Loans Limited

Credit related

Number of complaints opened by volume of business

Provision ⁽¹⁾ (at reporting period end date)

Intermediation (within the reporting period)

11.4

N/A

Number of complaints opened

274

Number of complaints closed

245

Percentage closed within 3 days

31%

Percentage closed after 3 days but within 8 weeks

68%

Percentage upheld

37%

Main cause of complaints opened

Irresponsible Lending (38)

⁽¹⁾ Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by

Tandem Personal Loans Limited

from the 1st January 2024 to 31st December 2024

Tandem Personal Loans Limited

Credit related

Number of complaints opened by volume of business

Provision ⁽¹⁾ (at reporting period end date)

Intermediation (within the reporting period)

45.5

N/A

Number of complaints opened

336

Number of complaints closed

312

Percentage closed within 3 days

39%

Percentage closed after 3 days but within 8 weeks

61%

Percentage upheld

30%

Main cause of complaints opened

Irresponsible lending (128)

⁽¹⁾ Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by

Tandem Bank Limited (Savings and Home Improvement Loans)

from the 1st January 2024 to 31st December 2024

Tandem Bank Limited (Savings and Home Improvement Loans)

Banking and credit cards

Credit related

Number of complaints opened by volume of business

Provision⁽¹⁾(at reporting period end date)

2.2

6.3

Intermediation (within the reporting period)

N/A

Number of complaints opened

327

503

Number of complaints closed

325

548

Percentage closed within 3 days

53%

17%

Percentage closed after 3 days but within 8 weeks

47%

71%

Percentage upheld

72%

71%

Main cause of complaints opened

Payment Event (142)

S.75 Remedial Work - Retailer Ceased Trading (160)

⁽¹⁾ Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by

GDFC Assets Ltd

from the 1st January 2024 to 31st December 2024

GDFC Assets Ltd

Credit related

Number of complaints opened by volume of business

Provision ⁽¹⁾ (at reporting period end date)

Intermediation (within the reporting period)

3.2

N/A

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

23%

Percentage closed after 3 days but within 8 weeks

58%

Percentage upheld

38%

Main cause of complaints opened

S.75 Remedial Work - Retailer Ceased Trading (9)

⁽¹⁾ Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

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Our commitment to resolution

The Financial Ombudsman Service

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Our commitment to resolution

The Financial Ombudsman Service

Contact the Financial Ombudsman Service at:

Complaints Data

Can’t find what you’re after?

Your feedback
matters