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How do I contact you?
Frequently Asked Questions
For the quickest answers to all the most common queries, have a look to see if it’s been covered here first.
Misstitli Assistant
Our Misstitli Assistant helps thousands of people a day and is available 24/7. Simply log in to your Account.
How do I make a complaint?
We’re really sorry that you are not happy with our service. If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right;
- Call our Customer Care Team, click here for details.
- Or you can write to us at:
Misstitli
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford,
CM92 1LH
Our Customer Care team is available to support you. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.
If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.
To view our Published Complaint Report, please click on the attachment: Published Complaints Report
To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure
How do I make a PPI Complaint?
The PPI complaint deadline has now passed
The Financial Conduct Authority set a deadline of 29 August 2019 for making a complaint in relation to PPI mis-selling or the non-disclosure of commission for PPI policies. If you didn’t make a complaint to us on or before the 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.
We may consider PPI complaints brought to us after the deadline if you couldn’t complain within the time limit because of exceptional circumstances. You would need to provide evidence to confirm that you were affected by circumstances that were exceptional and that those circumstances caused the delay.
Complaints about rejected claims or administrative matters not connected to the PPI sale will still generally be in time.
You can make a complaint by writing to us at the address below or by calling us, click here for details (lines are open Monday to Friday 9am to 5pm).
Shop Direct Finance Company
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LH
Please note that the run up to the deadline has been a particularly busy period for us, which may result in your final response being delayed. If you raised a PPI complaint prior to 29 August 2019 and are yet to receive your final response letter, please be assured that we are in the process of dealing with your complaint and will be in touch with you shortly. If you have any queries regarding the status of your PPI complaint, please call us, click here for details (lines are open Monday to Friday 9am to 5pm).
If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service by writing to them at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by calling them, click here for details. Alternatively you can simply visit their website at www.financial-ombudsman.org.uk and follow the instructions for referring a complaint, stating clearly the nature of the complaint and the party to which that complaint was originally addressed.
