Customer Care

Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome.

Our commitment to you

Whilst our complaints volume is small, every piece of feedback counts. If you tell us what has happened, we will take the opportunity to put things right.

All complaints will be dealt fairly and impartially and all information that you give us will be treated confidentially. Once we receive the complaint we will log and acknowledge it within 5 working days. A copy of our complaints procedure will also be sent detailing our timescales and how we handle complaints.

Alternative Dispute Resolution

If for some reason we haven’t been able to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567   FOS website:

See also the European Commission's Online Dispute Resolution website for cross-border transactions - 

Tell us how we've done

We try our best to deliver a great customer experience and we love to hear how well we’ve done. However, we all understand that sometimes things go wrong and we want to hear about that too, so we can make things right.

Details of how to contact us are below. Please remember to quote your account number on all correspondence.

Email at


Write to us at:

Creation Customer Care
Chadwick House,
Blenheim Court,
B91 2AA

Click below to see our Customer Care Reports