International Personal Finance The human face of finance

We are committed to good lending practices because they're integral to the satisfaction of our customers and, ultimately, our success.

We have comprehensive lending systems and procedures in each country that promote responsible lending.  We've built responsible lending into the way we offer our products and have measures in place to ensure we are meeting the needs of our customers, carrying out and acting on customer research and satisfaction surveys.

Responsible lending principles

• We aim to provide simple, appropriate and transparent financial products and services, always following fair, responsible lending practices. 
• We are committed to giving our customers access to the financial products and services that they want and that are appropriate to their circumstances.
• We aim to offer value through a combination of high quality service, flexibility and convenience. We have measures in place to ensure we obtain customer feedback, and to manage and act on consumer enquiries and complaints.
• We will strive to make sure our customers understand our products and their charges. We will always explain fully our pricing and conditions of sale.
• We will establish, to the best of our ability, the ability of our customers to re-pay their loan to term. We have systems in place to help customers manage their commitments.
• We will treat our customers with respect and professionalism. We take a sympathetic view of their circumstances and will work with them to try to resolve repayment problems should they arise.
• We believe that frequent, regular discussions with our customers are an important element of responsible lending.

Resolving complaints

Our customers value our home credit service because it suits their needs and circumstances.  This reflects in the low level of complaints we receive.  However, we are committed to maintaining our high standards of customer care and satisfaction.  In the case of a complaint, our policy is to resolve the issue as quickly as possible.  We have a set of clear processes and timescales set out in the complaints handling procedures undertaken by each country's customer relations team.