At IND, each of our customers is important to us, and we believe you have the right to receive fair and courteous service at all times.
We recognise however, that there may be occasions when we fall short of the high standards we strive for. We will always investigate complaints fully.
We will deal with complaints promptly, effectively and in appositive manner. IND is a member of the CSA (Credit Services Association) and complies with its Code of Practice.
If you feel IND has contravened this Code, you are able to raise a complaint via the CSA’s website.
We will acknowledge your complaint within 5 working days of receipt.
We aim to provide a full response or an update on our investigation within 4 weeks.
We will send you a final decision letter within 8 weeks.
Once our internal complaints process has been exhausted, our final decision letter will confirm (where applicable) your right to refer the matter to the Financial Ombudsman Service (FOS), if you’re still dissatisfied. Please remember that any referral to the FOS must be made within 6 months of our final decision letter.