If your agreement is determined to have had a 0% APR, you have the right to raise a formal objection to our provisional redress decision directly with us.
Once you have told us you wish to raise an objection, you have one month to provide us with further information and any evidence that supports your view.
Once we receive your further information, we will review the information provided and investigate. We will then issue a response within the timescales set by the FCA, which is typically within two months of receiving your formal objection.
If we uphold your objection, we will write to confirm our decision, explain the reasons for it, and outline any next steps.
If we do not uphold your objection, we will write to confirm our decision and explain the reasons for it. We will also provide information about your right to refer your case to the Financial Ombudsman Service (FOS). The FOS will independently review your case and determine whether the scheme’s rules were correctly applied. You have six months from the date we send our outcome letter to refer it to the FOS.
You can also decline your outcome, but this means we will close your claim relating to the agreement and will not review your outcome decision. You can still take your claim to the FOS.